AutoNation · 5 hours ago
Loan Counselor II
Irving, TX
Full-time
Onsite
Mid Level
3+ years expAutoNation is one of the largest automotive retailers in the United States, offering innovative products and exceptional services. This position is responsible for collecting and resolving active customer accounts that have become delinquent, primarily interacting with delinquent customers and managing account resolutions.
AutomotiveCustomer ServiceRetail
Responsibilities
Handle inbound/outbound collection calls in a professional manner. Reviews open accounts for collection efforts. Maintains good customer relations with borrowers, and effectively solves problems in an effort to resolve account delinquency and prevent losses. Identifies issues attributing to account delinquency and review with supervisor as needed
Make outbound contact attempts with delinquent customers by telephone, email, chat, and texting to negotiate acceptable payment arrangements with delinquent customers
Collect customer payments in accordance with payment due dates. Provide timely follow-up on payment arrangements. Follow and maintain policies and procedures in all aspects of the position
Handle inbound contacts from customers involving a variety of issues, including delinquent payments and general inquiries
Negotiates account resolution and accurately input and document actions within the collections system, while maintaining company performance and productivity standards. Maintain and update customer demographic and employment information on a regular basis
Perform skip-tracing activity on delinquent accounts for potential leads on customer or vehicle location
Maintain or exceed production standards as established by management for accounts worked, conversion rate, kept rate, dollars collected, % now due, delinquency, roll rates and net losses
Escalates risk issues to management, as appropriate
Qualification
Required
High school degree or GED is required
3 years consumer debt collection and skip tracing experience
Excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, accessible and impactful manner
Must demonstrate superior listening skills
Proficient in the use of computer systems, including loan servicing systems
Strong skip-tracing techniques, including proficiency in the utilization of external data sources
Thorough understanding of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act
Ability to organize various tasks and prioritize workloads while managing to deadlines
Self-motivated, comfortable working independently, with strong attention to detail
Working a variable schedule, which will include late evening and occasional weekends, as directed by management
Preferred
Bilingual in English and Spanish is preferred but not required
Previous experience in the consumer financial services industry is preferred but not required
Automobile financing experience is preferred but not required
Benefits
Competitive compensation and 401k matching
Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
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Company
AutoNation
AutoNation is an automotive retailer that buys and sells a selection of cars for the automotive industry.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$700M2025-05-21Post Ipo Debt· $700M
1999-04-06IPO
Leadership Team
Thomas Szlosek
Executive Vice President and Chief Financial Officer
Jeff M Parent
Chief Operating Officer
Recent News
The Motley Fool
2025-12-18
Maryland Daily Record
2025-12-17
2025-12-11
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