Customer Account Representative I



  • 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 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


  • 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


  • 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

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.