Job Description

Description :
We're seeking a motivated and customer-centric Loan Servicing Specialist to join our growing team at KMFR. In this pivotal role, you'll play a key part in delivering exceptional customer experience by managing accounts throughout the entire loan life cycle. You'll engage with customers through both inbound and outbound channels, handling a wide range of inquiries and account issues. These may include routine payment questions, early- and late-stage delinquencies, insurance claims, title questions, field chase assignments, and repossession coordination. All of this takes place in a fast-paced, call center-style environment that values empathy and professionalism, and quick problem-solving. Every interaction is an opportunity to build trust and loyalty through active listening, clear communication, and thoughtful solutions. We're looking for someone who thrives in a startup culture, is adaptable, goal-driven, and passionate about delivering exceptional customer care while achieving individual and team performance goals. This position will report to the Collections Manager.
Key Responsibilities:

• Account Management & Customer Engagement: Manage powersports installment loan accounts from funding through payoff, delivering high quality service at every stage of the customer's journey. Communicate with customers via phone, email, SMS, and other approved channels to address payment inquiries, account updates, and other requests with efficiency and care. Proactively resolve early- and late-stage delinquencies by negotiating payment arrangements and offering hardship solutions, always with empathy and understanding. Monitor accounts to identify and address issues early, with the goal of reducing losses and preserving strong customer relationships.

• Maintain a Brand-Forward Approach: Represent the company with integrity and professionalism in every interaction, ensuring a customer-centric experience that upholds our brand values and long-term relationships.

• Advanced Account Servicing & Research: Review account details including loan terms, payment histories, and contract obligations to assist customers in understanding their balance and next steps. Identify, handle and escalate specialized account concerns such as insurance claims, bankruptcy notices, SCRA, suspected fraud, and title questions. Ensure all accounts are accurately flagged and handled according to regulatory requirements and company policies.

• Collections, Recovery & Repossession Coordination: Assign delinquent accounts for field chases or repossession, coordinating with vendors to recover powersports collateral when necessary. Send timely, compliant post-repossession notices. Utilize skip tracing tools to locate customers or the collateral and maintain consistent follow-up on recovery activities. Collaborate with repossession agents and internal recovery teams to ensure a smooth, professional process that reflects the company's brand values.

• Customer Advocacy & Issue Resolution: Respond to customer concerns and complaints with professionalism, working toward swift, effective resolutions while maintaining a positive rapport.

• Documentation & Compliance: Document all customer interactions, payment arrangements, escalations, and account actions thoroughly and accurately in the Loan Management System (LMS). Maintain compliance with all relevant federal and state regulations, including FDCPA, Regulation F, FCRA, SCRA, TCPA, and other applicable laws, while strictly adhering to internal policies and procedures. Ensure that all servicing activities meet legal and ethical standards, particularly in critical tasks like repossessions, bankruptcies, SCRA, cease & desist and insurance claims.

• Collaboration & Continuous Improvement: Work closely with other internal departments. Contribute to team success by participating in special projects, process enhancements, other duties as assigned, and brainstorming sessions aimed at improving customer experience and operational efficiency. Embrace the pace and flexibility of a startup environment, continuously seeking ways to evolve with the business and better serve our customers.

Qualifications:

• Associate's degree in Finance, Business, or other related field preferred: equivalent work experience will be considered.
• A minimum of 4 years of hands-on experience in full-cycle loan servicing, including early- and late-stage collections, account recovery, repossession coordination, and cradle-to-grave account management within the auto, powersports, or consumer finance industry.
• Excellent verbal and written communication skills, with a strong focus on empathy, emotional intelligence, and active listening. Ability to de-escalate tense conversations while maintaining professionalism and customer trust.
• Strong negotiation, interpersonal and detail-oriented skills.
• Proven ability to negotiate payment arrangements with tact, respect and a solution-oriented mindset, even in sensitive or emotionally charged situations.
• Highly organized and detail-oriented, with a commitment to accurate documentation and adherence to company procedures, legal requirements, and regulatory standards.
• Comfortable using Loan Servicing Systems and CRM tools; proficiency in Microsoft Office applications (Excel, Word, Outlook). Experience in dialer platforms and digital communication tools is a plus.
• Strong knowledge of relevant federal and state debt collection laws and guidelines including, FDCPA, Rosenthal Act, Regulation F, FCRA, TCPA, GLBA, EFTA, SCRA, UDAAP, Bankruptcy Code Sections 362 & 524.
• Fosters a positive, inclusive, and collaborative team environment rooted in trust, respect, and open communication. Consistently demonstrates professionalism and integrity in all interactions while contributing to a workplace culture that values teamwork, accountability, and shared success. Encourages solution-oriented dialogue, transparency, and alignment with company values to support a healthy, high-performing team dynamic.
• Ability to work on-site at our Foothill Ranch, CA office.

Profile Differentiators:

• Extensive end-to-end loan servicing experience across the auto, powersports, and consumer finance sectors, with a proven track record in early- and late-stage collections, account recovery, repossession coordination, and full account lifecycle management.
• Skilled in leveraging technology including skip tracing platforms, Loan Management Systems (LMS), CRM tools, SMS platforms, and auto-dialers. Demonstrates agility in learning and adopting new systems to drive efficiency and customer engagement.
• Deep understanding of federal and state regulations, including FDCPA, TCPA, SCRA, UDAAP, repossession laws, and bankruptcy procedures. Maintains a strong commitment to compliance, ethical standards, and risk mitigation in all servicing and recovery activities.
• Detail-oriented in account analysis, capable of identifying red flags, complex servicing issues, and special circumstances such as suspected fraud, lien perfection issues, insurance claim, impounds and customer disputes. Ensure accurate and timely documentation in all account records.
• Combines assertive recovery strategies with empathetic communication, maintaining a respectful, brand-aligned approach even in high-stress or sensitive financial conversations. Focused on building trust and long-term customer relationships.
• Thrives in fast-paced, performance-driven environments, especially within startup or growth-stage companies. Brings flexibility, initiative, and a solutions-focused mindset to a dynamic team culture.

Salary:

• Salary range: $28-$32 per hour based on experience and qualifications.

Skills Required