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Form of workAbout our company
AutoPayPlus (APP) is a Company that helps everyday people improve their financial lives. Utilizing proprietary technology that simplifies and automates financial well-being, AutoPayPlus has helped more than 300,000 people over the past 20 years.
We are proud to be recognized by the Orlando Business Journal as one of the "Best Places to Work" in 2023. We invite you to seize this opportunity and contribute to our ongoing success story by applying today.
Job Purpose
The Resolution Department is responsible for the daily management of the Resolution team and providing reporting to management for Resolution Specialists. The Resolution Department plays a crucial role in maintaining the operational best practices of AutoPayPlus, ensuring alignment with the company's core values of Above & Beyond, Do the Right Thing, Innovation, Team, We Care, and Work Ethic. The department focuses on successfully managing all negative accounts and working alongside agencies to maximize the collections revenue. Our Resolution Specialist should always exhibit professionalism and trustworthiness. The Resolutions specialist must provide a five-star member experience.
Duties and Responsibilities
Responsibilities of the position include, but are not limited to the following:
- Daily handles the returned item report and makes initial contact with members on negative accounts.
- Handles all inbound calls for resolutions.
- Provides excellent member service while maintaining an assertive tone to collect funds owed on all inbound/outbound calls.
- Uploads Retain/Recover files daily to True Accord.
- Handles Resolution reporting including, but not limited to, key performance indicators/metrics, and phone stats, and True Accord Retain and Recover dashboards.
- Identifies and communicates any abnormalities in reporting collections daily.
- Handles all escalation calls to a satisfactory resolution and makes sure High Escalated calls are brought up to the Management Teams immediate attention. In particular any legal threats including BBB, State attorney, or negative reviews.
- Ensures all BBB complaints are handled with the Compliance Officer or Operations Manager to ensure proper handling of all BBB complaints.
- Ensures compliance for all collection processes according to FDCPA.
- Handles External Disputes: Provide backup material to the collection agencies such as a signed enrollment form, payment/debit history, and a brief description of what took place.
- Corresponds with Banks to provide proof of enrollment when members file a dispute with their financial institution (ROA). Must be handled within 24-48 Business hours.
- Consistently reviews members’ accounts and follows the on-hold accounts guidelines as necessary*
- Effectively communicates to our members utilizing proper communication mail or email correspondence regarding the status of their account.
- Reconciles member’s disputes as they pertain to payment of outstanding balances. Provide payment/debit history and pull calls when needed to obtain proper information. Thoroughly review all information with members in an attempt to resolve all disputes.
- Manages recovery of the monies collected by the collection agency and reconciles the member’s account.
- Consistently educates our members on AutoPayPlus benefits in order to collect and retain our members.
- Complete cases automatically generated through CREATIO; Daily ensure cases are reviewed and current with relevant notes/proper target dates.
- Daily Add R/C codes (*See R/C code on OPS drive)
- Processes hold/canceled accounts and determines which accounts will be forwarded to Third-party collections. *Must utilize current Hold Account policy effective June 2023.
- Works closely with our Lender Relations to obtain a refund from the lender and research payments.
- Handles balance transfers – From canceled accounts with a balance to a new account opened with AutoPayPlus.
- Work with Senior Resolution Specialist to cross-train team members of the operations team on the ACH report when requested.
- Strives to reach yearly, quarterly, monthly, and weekly both individually and as a department; Based on current KPIs which include collections, hold to active, and loan numbers.
- Collaborates and provides support to the other departments within the company if needed.
- Manages specific projects when designated.
- Systems used for role: Proprietary company software database, AutoPayPlus’ Customer Relationship Management software, Outlook, and Microsoft teams.
Qualifications
The position generally requires an individual to have the following qualifications:
- 5+ years of experience in member service and a collections background preferred.
- Proven experience in collection and a proven track record of results.
- Strong understanding of operational best practices and member service principles.
- Must possess excellent organizational skills.
- Must be able to work independently.
- Exceptional written and verbal communication abilities.
- Strong attention to detail and excellent analytical skills.
- Ability to collaborate with team members at all levels and facilitate peer-to-peer training sessions.
- Proficiency in Microsoft Word and Excel, as well as experience with Proprietary company software databases and customer ledgers, AutoPayPlus’ Customer Relationship Management software.
- Strong problem-solving, analytical, and negotiating skills.
- Prior experience in call center environments with expertise in dialing solutions; experience with Five9 is a valuable asset.
- Bilingual is a plus.
- Successful completion of a comprehensive background check and credit check is required.
Benefits
- Incentive Program
- Fully Funded Health Benefits: 100% Company-Paid Health, Dental, and Vision Insurance for Employees
- Life Assurance: Comprehensive Life Insurance Coverage
- Income Protection: Short- and Long-Term Disability Insurance
- Generous Time Off: Paid Vacation, Federal Holidays, and Sick Leave
- Work Schedule Flexibility: Adaptable Working Hours
- Relaxed Office Environment: Casual Dress Code and Atmosphere
- Strategic Location: Conveniently Situated Near the I-4 Ivanhoe Exit
- Complimentary Parking: Employer-Funded Parking Facilities
- Employee Nourishment: Daily Snack Table and Weekly Breakfast Offerings
- Team Engagement: Off-Site Company Events for Team Building
- Financial Wellness Program: Complimentary Access to Our Debt-Reduction Service
- Performance-Driven, Yet Relaxed Culture: High Expectations Coupled with a Casual Company Atmosphere
AutoPayPlus upholds the principles of equal employment opportunity and actively fosters a culture that celebrates diversity. We are steadfast in our commitment to cultivating an inclusive workspace for all team members.
