Customer Account / Collections Manager

Job Overview

About Us
Small independently owned buy-here-pay-here (BHPH) dealership focused on fair, transparent financing and building long-term customer relationships. We provide in-house auto financing to customers with non-prime credit and emphasize customer service, retention, and responsible collections.

Role Summary
The Customer Account / Collections Manager is responsible for managing customer accounts, overseeing payment collections, maintaining accurate account records, communicating with customers to resolve delinquencies, and working with sales and service teams to maximize recovery and retention while complying with applicable laws and company policies.

Duties

• Manage a portfolio of in-house financed accounts: monitor payment status, aging, and account activity.
• Prepare and send billing statements, payment reminders, and past-due notices via phone, email, and mail.
• Conduct outbound collection calls and follow-up communications in a professional, compliant manner; document all contacts and arrangements in the CRM/accounting system.
• Negotiate payment plans, deferments or settlements consistent with company policy and profitability goals.
• Repossession support: coordinate with repossession vendors and produce required paperwork; ensure actions are legal and documented.
• Work with sales and service staff to resolve customer disputes, reconcile accounts, and support customer retention strategies.
• Maintain accurate records of payments, adjustments, charge-offs, and repossessions; reconcile accounts to the general ledger as required.
• Prepare weekly/monthly reports on delinquencies, collections performance, and recoveries for management.
• Ensure compliance with state and federal consumer protection, debt collection, and repossession laws (e.g., FDCPA-equivalent state rules where applicable).
• Provide excellent customer service, maintaining professionalism and empathy with customers who have credit challenges.

Experience

• 5+ years experience in collections, account management, or related financial/customer-service role; dealership or BHPH experience strongly preferred.
• Familiarity with collections techniques, payment processing, and basic accounting reconciliations.
• Working knowledge of relevant consumer finance and collections law (or willingness to learn quickly).
• Proficiency with CRM/accounting software, Microsoft Excel, and standard office tools.
• Strong verbal and written communication, negotiation, and documentation skills.
• High integrity, attention to detail, and ability to manage confidential information.

Preferred Qualifications

• Experience coordinating repossessions and working with third-party vendors.
• Prior experience using dealer management systems (DMS) or specialized BHPH software.
• Bilingual skills (e.g., Spanish) a plus.

Pay: $1,300.00 - $1,700.00 per week

Work Location: In person