• Customer Account Representative I

    Job Locations US-TX-San Antonio
    Requisition ID
    2018-33178
    Employee Type
    Full Time-Regular
    Category
    Collections
  • 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.

    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

    Qualifications

    Knowledge

    • Knowledge of AS400 and web applications
    • Strong 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 (e.g., repossession and bankruptcy)
    • Knowledge of the Automobile Industry
    • Knowledge of Microsoft Office applications
    • Advanced knowledge of Microsoft Office applications
    • Skip tracing knowledge
    • Understanding of Bankruptcy/Collection policies, procedures and processes
    • Advanced understanding of Bankruptcy/Collection policies, procedures and processes
    • Understanding of GM Financials philosophy
    • Understanding of Loss Mitigation/Loss Recovery policies, procedures and processes
    • Advanced 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
    • Advanced 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
    • Excellent oral and written communication skills
    • Good oral and written communication skills
    • Possess leadership skills
    • Strong leadership skills
    • Strong analytical and problem solving skills
    • Analytical and problem solving skills
    • Ability to positively lead, coach and develop others
    • Accurate entry skills
    • Strong data 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

    Experience

    • 0-2 years of supervisory experience in automobile collections/customer service preferred
    • 2-3 years of collections or call center experience preferred

     

    Education

    • High School Diploma or equivalent required
    • Bachelor’s Degree preferred

    Work Condition

    • 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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