Remote Collections Customer Service Representative – Bilingual Preferred – 1‑60 Day Delinquent Account Management & Negotiation (Work‑From‑Home)

About Lithia & Driveway – A Fortune 500 Automotive Powerhouse

At Lithia & Driveway, we are more than the largest automotive retailer in North America – we are a vibrant, purpose‑driven organization that lives by the mantra “Growth Powered by People.” Listed on the Fortune 500 (NYSE: LAD), our portfolio encompasses thousands of vehicles, hundreds of dealership locations, and a broad ecosystem of finance, service, technology, and corporate functions. Our mission is simple yet profound: to deliver an unforgettable customer experience wherever, whenever, and however our customers choose to engage—be it in‑store, online, or a seamless blend of both. As we accelerate into the future of mobility, we are seeking passionate, customer‑focused professionals who want to shape the financial journey of our clients while growing their own careers within a supportive, innovative, and inclusive workplace.

Role Snapshot – Remote Collections Customer Service Representative

As a Remote Collections Customer Service Representative (CSR) for Driveway Finance Corporation (DFC), you will be the frontline guardian of our financial relationships, working from the comfort of your home while delivering a high‑quality, empathetic experience to customers with accounts 1‑60 days past due. This role blends persuasive communication, meticulous account management, and a deep understanding of consumer finance regulations to help customers navigate repayment options, preserve their credit health, and maintain trust in the Lithia & Driveway brand.

Key Responsibilities – What You’ll Do Every Day

• Outbound Collections Outreach: Initiate contact via phone, email, and postal mail to delinquent borrowers, presenting repayment options, negotiating terms, and securing commitments while adhering to ethical standards and compliance guidelines.
• Inbound Inquiry Management: Respond promptly to customer‑initiated calls and emails, answering questions, addressing disputes, and providing clear guidance on account status and next steps.
• Account Review & Action: Analyze each account’s payment history, evaluate eligibility for extensions, deferments, or due‑date adjustments, and process authorized changes to support customer success.
• Documentation & Data Entry: Accurately capture conversation details, payment arrangements, and disposition codes in the CRM system while maintaining data integrity and confidentiality.
• Compliance & Risk Mitigation: Apply knowledge of installment‑loan regulations (FDCPA, FCRA, state collection laws) to ensure all interactions are lawful, transparent, and respectful.
• Performance Metrics: Meet or exceed daily call‑volume targets, collection percentages, and quality‑assurance scores, contributing to departmental goals and overall profitability.
• Collaboration with Cross‑Functional Teams: Partner with finance, legal, and customer‑service departments to resolve complex issues, such as disputed charges or insufficient insurance coverage.
• Continuous Improvement: Share insights from customer feedback and frontline experiences to enhance scripts, processes, and training resources.

Essential Qualifications – The Foundations You Bring

• High school diploma or GED equivalent (additional education or certifications in finance, business, or communications are a plus).
• Minimum of 18 years of age with a valid driver’s license and acceptable driving record (required for occasional on‑site visits or vehicle‑related tasks).
• Basic understanding of installment loans, consumer collections, and related regulations; prior collections experience is strongly preferred.
• Demonstrated ability to multitask—speaking with customers while accurately entering data in real time.
• Exceptional verbal and written communication skills, with a professional, courteous telephone demeanor.
• Strong attention to detail and a sense of urgency when handling financial information.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and familiarity with CRM platforms.
• Reliable high‑speed internet connection and a quiet, dedicated home workspace that meets our remote‑work standards.

Preferred Qualifications – What Sets You Apart

• Fluency in Spanish (or another second language) – bilingual candidates receive a premium wage of $22 /hr and are highly sought after.
• Previous experience in automotive finance or dealership environments.
• Certification in debt collection compliance (e.g., CDIA, ACA) or related training.
• Experience with debt‑resolution software, payment processing platforms, or predictive dialers.
• Demonstrated success in meeting or surpassing collection targets in a high‑volume call‑center setting.

Core Skills & Competencies – The Attributes for Success

• Empathy & Relationship Building: Ability to listen actively, understand a customer’s financial stressors, and respond with compassion while guiding them toward feasible solutions.
• Negotiation Acumen: Skilled at presenting repayment options that balance customer capacity with company recovery goals.
• Problem‑Solving: Quickly assess complex account scenarios, identify root causes, and devise actionable resolutions.
• Regulatory Awareness: Consistently apply collection laws and internal policies to protect both the consumer and the organization.
• Time Management: Prioritize call queues, follow‑ups, and documentation tasks to maintain high productivity throughout the shift.
• Technological Proficiency: Comfortable navigating multiple software tools simultaneously, including CRM, spreadsheets, and email platforms.
• Team Collaboration: Share best practices, support peers, and contribute to a positive, results‑driven team culture.

Career Growth & Learning Opportunities – Your Path Forward

Lithia & Driveway is committed to developing talent from within. As a Remote Collections CSR, you will have access to a suite of learning resources designed to accelerate your professional advancement:

• Lithia Learning Center: A comprehensive, on‑demand training portal offering modules on compliance, advanced negotiation techniques, financial products, and leadership development.
• Mentorship Programs: Pairing with experienced finance managers to gain insights into higher‑level collections strategy and career planning.
• Career Pathways: Opportunities to transition into senior collection roles, collections management, credit analysis, loan origination, or broader finance and operations positions across the organization.
• Cross‑Functional Exposure: Collaborative projects with sales, service, and technology teams that broaden business acumen and expand your professional network.

Work Environment & Company Culture – What It’s Like to Be Part of Our Team

Even though this position is remote, you will be fully integrated into the Lithia & Driveway family. Our culture is built on three pillars: People, Performance, and Purpose. We foster an inclusive environment where every voice matters, encouraging open dialogue, diversity of thought, and continuous feedback. Our remote employees receive the same level of support as on‑site staff, including regular virtual team huddles, mentorship check‑ins, and a robust employee assistance program.

• Flexibility: Adjustable shift patterns to accommodate different time zones and personal commitments.
• Technology Enablement: State‑of‑the‑art communication tools, secure VPN access, and cloud‑based collaboration platforms.
• Employee Wellness: Access to wellness programs, mental‑health resources, and virtual fitness challenges.
• Diversity & Inclusion: Ongoing initiatives, affinity groups, and training to ensure a respectful and equitable workplace.

Compensation, Perks & Benefits – What We Offer

• Competitive Base Pay: $21 /hr for non‑bilingual candidates; $22 /hr for bilingual professionals, with performance‑based incentives.
• Comprehensive Health Coverage: Medical, dental, and vision plans with a range of plan options.
• Paid Time Off & Holidays: Generous PTO accruals, paid holidays, and sick leave.
• Retirement Savings: 401(k) plan with company match, and an Employee Stock Purchase Plan (ESPP).
• Insurance Protection: Short‑ and long‑term disability, life insurance, and accidental death & dismemberment coverage.
• Wellness & Lifestyle Programs: Access to health‑coach services, virtual wellness challenges, and discounted vehicle purchase programs.
• Professional Development: Tuition reimbursement, certification assistance, and internal job‑shadowing opportunities.
• Recognition & Rewards: Employee of the month awards, spot bonuses, and milestone celebrations.

Our Commitment to Equality & Inclusion

Lithia & Driveway is an Equal Employment Opportunity employer. We celebrate diversity and are dedicated to building a workforce that reflects the communities we serve. All qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We also evaluate applicants with criminal histories in accordance with applicable laws, believing in second chances and fair hiring practices.

How to Apply – Take the Next Step in Your Career

If you are motivated, detail‑oriented, and ready to make a meaningful impact on customers’ financial journeys—all while enjoying the flexibility of remote work—then we want to hear from you. Please click the link below to submit your application, attach your updated résumé, and provide a brief cover letter outlining why you are the perfect fit for this role.

Apply Now – Join the Lithia & Driveway Collections Team

Conclusion – Your Future Starts Here

At Lithia & Driveway, you’ll be part of a dynamic organization that values integrity, innovation, and the growth of every employee. By becoming a Remote Collections Customer Service Representative, you will not only help protect the financial health of our customers but also build a rewarding career path filled with learning, advancement, and the satisfaction of contributing to a market‑leading automotive leader. Don’t miss this opportunity to drive your professional journey forward—apply today and start shaping the future of automotive finance with us.