Account Servicing Representative

Responsibilities

Customer Account Management

• Respond to customer inquiries (by phone, email, or in person) about loan balances, payments, statements, and account details.
• Process account changes, such as address updates, payment method changes, and payoff requests.
• Provide account histories, payment schedules, and payoff quotes when requested.

Payment Processing & Collections Support

• Post payments received via check, ACH, debit/credit, or in person.
• Monitor accounts for delinquencies and follow up with borrowers on past-due payments.
• Work with customers to set up payment arrangements or discuss repayment options.
• Escalate accounts requiring collections action or repossession.

Loan Servicing & Compliance

• Generate and send monthly statements, late notices, and payoff letters.
• Ensure accounts are updated accurately in servicing software.
• Verify proper application of interest, principal, fees, and escrow (if applicable).
• Maintain compliance with state and federal lending regulations (Fair Debt Collection Practices Act, Truth in Lending, etc.).

Customer Support & Education

• Explain loan terms, payoff procedures, and account policies clearly.
• Answer customer questions regarding fees, interest accrual, and payment allocation.
• Help customers understand their obligations and available options if facing hardship.

Administrative Support

• Assist with preparing and maintaining account documentation and records.
• Generate routine servicing reports for management.
• Support underwriting or loan officers by providing servicing data or account updates.
• Back up front office tasks, such as answering phones and greeting walk-in clients.

Other Responsibilities:

• Process insurance claims or track proof of insurance.
• Handle payoff transactions when vehicles are sold or refinanced.
• Support compliance audits and internal reviews.

What We’re Looking For:

• 1+ year experience in customer service, finance servicing, collections or loan servicing
• Strong phone presence with the ability to de-escalate difficult calls
• Excellent typing and computer skills with a tenacity to toggle between multiple software programs
• Solid math skills and comfort working with payment calculations
• High Attention to detail in documentation and account review
• Working knowledge of collections compliance and confidentiality standards
• Ability to follow policy while exercising sound judgment
• Professional written communication (spelling and grammar matter)
• Comfortable working accounts that may involve repossession risk

• Auto loan or secured lending experience
• Collections or delinquency servicing background
• Experience documenting accounts for audits or disputes
• Ability to explain complex information clearly to borrowers
• Calm under pressure, even with upset or emotional customers
• Strong time management with self direction and ability to prioritize own workflow

• Competitive hourly wage (DOE)
• Monday-Friday 9-5/6 Schedule, no nights or weekends
• Up to two weeks PTO
• Paid Holidays
• Casual/Relaxed dress code