• Customer Account Representative I (20 Openings)

    Job Locations US-TX-San Antonio
    Requisition ID
    2018-33509
    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
    • Perform other duties as assigned
    • Conform with all corporate policies and procedures

    Qualifications

    Knowledge

    • 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
    • Advanced knowledge of Microsoft Office applications
    • Skip tracing knowledge
    • Advanced understanding of Bankruptcy/Collection policies, procedures and processes
    • Understanding of GM Financial's philosophy
    • 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
    • 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
    • Strong analytical and problem solving skills
    • Ability to positively lead, coach and develop others
    • Accurate entry skills
    • Possess leadership 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
    • Demonstrate effective questioning/listening skills when speaking with customers and third parties
    • Use probing questions and leverage information obtained to maximize business results.

    Essential Functions

    • Ability to convey information
    • Ability to receive information through oral communication
    • Consistently operates a computer. Will be in front of one or two monitor screens for long periods of time
    • Converse verbally with clients and colleagues
    • Must be able to remain in stationary position for a long period of time
    • Repetitive motion: use fingers to click and scroll mouse and type on computer keyboard

     

    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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