Overview

The Customer Account Representative of collections is responsible for making outbound calls and taking inbound calls to resolve delinquent accounts. This team member has contact with customers, other Company departments, Vendors and outside agencies.

JOB DUTIES
Execute day-to-day strategies and actively contribute to center performance objectives
Ensure actions are in compliance with company policies and laws
Adhere to attendance and scheduling requirements
Initiate contact with customers, third parties and vendors to resolve accounts
Maximize productive time by utilizing effective time management skills
Accurately document collections and servicing activity in the appropriate system of record
Utilize collection tools appropriately
Perform other duties as assigned
Conform with all corporate policies and procedures

Knowledge
Knowledge of AS400 and web applications
Knowledge of effective customer service techniques
Knowledge of financial or banking services
Knowledge of management processes such as planning, personnel administration, budgeting and financial analysis
Knowledge of state and federal laws (eg, repossession and bankruptcy)
Knowledge of the Automobile Industry
Knowledge of Microsoft Office applications
Skip tracing knowledge
Understanding of Bankruptcy/Collection policies, procedures and processes
Understanding of GM Financials philosophy
Understanding of Loss Mitigation/Loss Recovery policies, procedures and processes
Understanding of the Fair Debt Collection Practices Act (FDCPA)
Knowledge of lease policies, procedures and processes
Knowledge of GM Financials core business functions, policies and procedures
Skills
Ability to handle multiple tasks and deadlines
Ability to maintain effective working relationships
Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
Ability to work in a fast paced environment
Detail oriented
Ability to negotiation effectively
Good oral and written communication skills
Possess leadership skills
Analytical and problem solving skills
Ability to positively lead, coach and develop others
Accurate entry skills
Fluency in English and Spanish or French and the ability to quickly translate documents and conversations
Mathematical ability in relation to arranging payment plans and calculating past due accounts
Ability to maintain confidentiality
Additional Knowledge Skills and Abilities
Knowledge of State and Federal laws pertaining to Collections
Demonstrate effective questioning/listening skills when speaking with customers and third parties
Use probing questions and leverage information obtained to maximize business results
Education
High School Diploma or equivalent required
Bachelor’s Degree preferred
Working Conditions
Occasional overtime or split shifts may be required
Fast-paced office environment
Strong focus on providing quality service to internal and external customers
Subject to daily service level requirements


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