General Function:

As a Loss Mitigation Specialist, you will provide assistance to customers, impound lots, attorneys, and insurance companies. Loss Mitigation Specialists will maintain and resolve delinquent accounts by negotiating & scheduling payments. The Loss Mitigation Specialist’s main focus is to minimize potential losses on delinquent and repossessed loans by communicating with customers through inbound/outbound calls. All Loss Mitigation Specialists will be a part of an essential and integral team of the Loss Mitigation department.

The Loss Mitigation teams include:

Reinstatements

Settlements

Impounds

Bankruptcy

Total Loss

Repossession

Responsibilities:

• Analyze the customer’s situation and collateral risk to present & explain alternative solutions that maximize customer satisfaction and company return
• Identify, evaluate, and resolve reasons for nonpayment, including securing customer’s payment
• Quoting reinstatement amounts, payoffs, and setting up repayment plans within the system
• Review and negotiate settlement requests
• May assign accounts for repossession and work directly with repossession vendors

• Send and/or file documents from customers to appropriate courts as necessary

• Reinstatement of Loans, processing releases and placing auction sale holds
• De-escalate calls and resolve problem accounts
• May work directly with attorneys and file claims on individual bankruptcy cases
• Work with insurance companies and repair shops to ensure total loss claims are paid and damaged vehicles are repaired
• Other duties as assigned

Qualifications:

• 2+ years of relevant experience; collections, call center or customer service (preferred)
• Excellent problem solver, with ability to prioritize
• Adept at navigating various computer software/programs
• Strong attention to detail
• Excellent written and verbal communication skills
• Proficiency in Microsoft Word and Excel
• Experience with an auto-dialer system is a plus

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.