Account Resolution Specialist, Consumer Collections

Account Resolution Specialist
- Consumer Collections

Location:

Los Angeles, CA

Employment Type:

Contract | Initial 90-Day Assignment with Potential to Extend

Work Arrangement:
Hybrid | 3 Days Onsite per Week

Pay Rate: $28.00-$32.00/hour

Openings: 2

Wheeler Staffing Partners is seeking two Account Resolution Specialists
- Consumer Collections for a contract opportunity with a financial services organization in Los Angeles, CA. This hybrid position requires three days onsite per week and will initially be a 90-day assignment with the potential for extension based on business needs and performance. The Account Resolution Specialist will manage a portfolio of delinquent consumer loan accounts, including credit cards, personal loans, and auto loans.

This role is responsible for contacting customers regarding past-due balances, negotiating payment arrangements, reviewing account activity, and determining appropriate collection and recovery strategies.

• Manage a portfolio of delinquent consumer loan accounts, including credit cards, personal loans, and auto loans.
• Contact customers by phone, email, and written correspondence regarding past-due balances.
• Negotiate payment arrangements and establish appropriate repayment plans.
• Review account histories, payment patterns, loan documentation, and collection notes to determine effective resolution strategies.
• Apply knowledge of consumer collection practices, including loan re-aging and roll rates.
• Monitor accounts for payment activity and conduct timely follow-up on unresolved balances.
• Maintain complete and accurate documentation of collection activities within internal systems.
• Escalate accounts as appropriate for legal review, repossession, charge-off, or placement with an outside collection agency.
• Follow established collection procedures while maintaining a professional and customer-focused approach.

• Prepare charge-off files for assignment to collection agencies or legal counsel.
• Process and maintain required collection and account documentation.
• Update and respond to credit reporting information through the e-OSCAR system.
• Monitor returned mail and update customer contact information as appropriate.
• Prepare collection-related reports, account updates, and supporting documentation.
• Ensure account records remain accurate, current, and properly documented.

• Maintain professional relationships with customers while protecting the organization's financial interests.
• Work with customers to identify appropriate solutions for resolving delinquent balances.
• Coordinate with internal departments to obtain and provide account information as needed.
• Participate in departmental meetings and contribute to team initiatives.
• Keep management informed of significant account activity, collection concerns, and escalated issues.
• Maintain confidentiality of customer and financial information.
• Follow all applicable company policies, collection procedures, and regulatory requirements.

• Education:
  
  High school diploma or equivalent required.
• Experience:
  
  Minimum of 2 years of consumer collections experience required.
• Experience collecting on credit cards, personal loans, and auto loans required.
• Previous experience within a bank, credit union, consumer finance company, lending organization, or other financial services environment preferred.
• Experience with delinquency management, payment negotiations, charge-offs, repossessions, or account recovery preferred.
• Experience with e-OSCAR is a plus.

• Working knowledge of consumer collection practices and terminology, including loan re-aging and roll rates.
• Strong collections, negotiation, and account resolution skills.
• Ability to professionally handle difficult or sensitive customer conversations.
• Strong verbal and written communication skills.
• Excellent attention to detail and organizational skills.
• Ability to review account information and determine appropriate collection strategies.
• Ability to prioritize multiple accounts, tasks, and deadlines.
• Proficiency with Microsoft Office and collection or account management systems.
• Ability to work independently while contributing effectively within a team environment.
• Ability to maintain confidentiality and appropriately handle sensitive financial information.