Senior Collections Specialist at Hired by Matrix

Pay Rate: 20.71-22.22 $/Hour

• The main duties of the Specialist are to provide superior customer phone support and to serve as a liaison between our customers and the Insurance Companies, Office of the General Counsel (OGC), Attorney network, and vendors.
• Duties include:
  • Review, processes and follow up on Total Loss Insurance claims with the customer and various Insurance companies in the following ways:
  • Handle inbound and outbound calls from customers and insurance companies to resolve an insurance claim.
  • Review evaluation reports sent from the insurance company to ensure the settlement amount aligns with the MSRP.
  • Work with the customer and their Insurance Company to obtain the payoff of the vehicle.
  • Negotiate the amount paid out by the Insurance Company if necessary.
  • Review and explain to the customer the balances not paid out by their Insurance Company or GAP provider.
  • Process customer, attorney and trustee requests as they relate to bankruptcy by:
  • Handling phone calls pertaining to new bankruptcy filings, processing voluntary payments by the customer or trustee, and resolving any issues with the account.
  • Responding to emails, processing internal system tasks, reviewing cases from the attorney network or vendor, and completing requests from internal departments.
  • Properly code accounts with the appropriate bankruptcy status in a timely manner.
  • Manage a queue of assigned accounts
  • Review and process accounts that are Impound/Seized to ensure our collateral is secured and protected.
  • Work with customers who are active military to check and verify eligibility; provide instructions on how to return their vehicle if necessary, and properly code the account.
  • Work with the family members and/or estate to verify and process options relating to a deceased customer’s account.
  • Maintain corporate standards and compliance requirements.

• Must possess the ability to work both independently and within a team environment.
• Demonstrate a high attention to detail.
• H.S. diploma or GED required.
• Bachelor’s Degree is preferred with 1-2 years’ experience in Customer Service and/or Collections environment.
• Previous Insurance claim and/or Bankruptcy experience is a plus.