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Account Resolution Specialist, Consumer Collections
Job Description
Account Resolution Specialist – Consumer Collections
Location: Los Angeles, CA
Employment Type: Contract | Initial 90-Day Assignment with Potential to Extend
Work Arrangement: Hybrid | 3 Days Onsite per Week
Pay Rate: $28.00–$32.00/hour
Openings: 2
Position Overview
Wheeler Staffing Partners is seeking two Account Resolution Specialists – Consumer Collections for a contract opportunity with a financial services organization in Los Angeles, CA. This hybrid position requires three days onsite per week and will initially be a 90-day assignment with the potential for extension based on business needs and performance.
The Account Resolution Specialist will manage a portfolio of delinquent consumer loan accounts, including credit cards, personal loans, and auto loans. This role is responsible for contacting customers regarding past-due balances, negotiating payment arrangements, reviewing account activity, and determining appropriate collection and recovery strategies.
The ideal candidate has at least 2 years of consumer collections experience and a working knowledge of collection concepts such as loan re-aging, roll rates, charge-offs, repossessions, and account recovery.
Key Responsibilities
Consumer Collections
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Manage a portfolio of delinquent consumer loan accounts, including credit cards, personal loans, and auto loans.
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Contact customers by phone, email, and written correspondence regarding past-due balances.
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Negotiate payment arrangements and establish appropriate repayment plans.
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Review account histories, payment patterns, loan documentation, and collection notes to determine effective resolution strategies.
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Apply knowledge of consumer collection practices, including loan re-aging and roll rates.
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Monitor accounts for payment activity and conduct timely follow-up on unresolved balances.
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Maintain complete and accurate documentation of collection activities within internal systems.
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Escalate accounts as appropriate for legal review, repossession, charge-off, or placement with an outside collection agency.
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Follow established collection procedures while maintaining a professional and customer-focused approach.
Account Administration & Reporting
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Prepare charge-off files for assignment to collection agencies or legal counsel.
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Process and maintain required collection and account documentation.
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Update and respond to credit reporting information through the e-OSCAR system.
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Monitor returned mail and update customer contact information as appropriate.
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Prepare collection-related reports, account updates, and supporting documentation.
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Ensure account records remain accurate, current, and properly documented.
Customer Service & Collaboration
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Maintain professional relationships with customers while protecting the organization's financial interests.
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Work with customers to identify appropriate solutions for resolving delinquent balances.
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Coordinate with internal departments to obtain and provide account information as needed.
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Participate in departmental meetings and contribute to team initiatives.
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Keep management informed of significant account activity, collection concerns, and escalated issues.
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Maintain confidentiality of customer and financial information.
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Follow all applicable company policies, collection procedures, and regulatory requirements.
Qualifications
Education
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High school diploma or equivalent required.
Experience
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Minimum of 2 years of consumer collections experience required.
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Experience collecting on credit cards, personal loans, and auto loans required.
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Previous experience within a bank, credit union, consumer finance company, lending organization, or other financial services environment preferred.
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Experience with delinquency management, payment negotiations, charge-offs, repossessions, or account recovery preferred.
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Experience with e-OSCAR is a plus.
Knowledge, Skills & Abilities
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Working knowledge of consumer collection practices and terminology, including loan re-aging and roll rates.
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Strong collections, negotiation, and account resolution skills.
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Ability to professionally handle difficult or sensitive customer conversations.
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Strong verbal and written communication skills.
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Excellent attention to detail and organizational skills.
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Ability to review account information and determine appropriate collection strategies.
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Ability to prioritize multiple accounts, tasks, and deadlines.
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Proficiency with Microsoft Office and collection or account management systems.
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Ability to work independently while contributing effectively within a team environment.
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Ability to maintain confidentiality and appropriately handle sensitive financial information.
Why Work with Wheeler Staffing Partners?
At Wheeler Staffing Partners, we connect talented professionals with opportunities where their skills and experience can make an immediate impact. Our recruiting team provides support throughout the hiring process and works to create a streamlined, transparent candidate experience from initial consideration through placement.
Apply today to learn more about this Account Resolution Specialist – Consumer Collections opportunity in Los Angeles, CA.
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