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Customer Account Representative I

Responsibilities:

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

Qualifications

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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