Full job description

Overview:

The Customer Account Representative of collections is responsible for making outbound and taking inbound calls to collect and resolve delinquent accounts in order to mitigate further actions. This team member is responsible for upholding desired company image by providing customers with exceptional experience. This team member has contact with customers, as well as other Company departments, repossession agents and outside agencies.

Responsibilities:

Servicing (30%)

Uphold a professional image at all times

Maintain a helpful demeanor

Actively listens with the intention of understanding others; externally and internally

Assess situations/requests and determine the best course of action through effective communication skills

Demonstrate good judgement

Ensure execution of policies and procedures as required

Compliance (25%)

Protect the interests of the company by ensuring all actions are in compliance with federal, state and provincial laws and company policies

Protect confidential customer information

Interact with both external and internal customers in a professional manner at all times

Identify and address anything that detracts from a safe and healthy work environment

Business Posture (15%)

Demonstrate understanding of department objectives and execute strategies effectively

Support department and company initiatives to optimize results in the areas of customer satisfaction and portfolio performance

Demonstrate an understanding of customer and business needs

Demonstrate a professional and approachable demeanour

Act with integrity and make ethical decisions

Collaborate and share best practices

Represent the company professionally within the center/department and community

Contribute to a cooperative environment; maintain an open mind and remain positive concerning change

Actively participate in team, department and center meetings

Work effectively with peers

Accept constructive feedback and implement improvement steps

Engagement (15%)

Represent GM Financial professionally when interacting with internal and external customers

Provides service that meets or exceeds customer expectations to support customer engagement and promote brand loyalty, while focusing on customer retention

Demonstrate ability to resolve account issues and de-escalate customer concerns to maximize customer satisfaction

Time Management (15%)

Adhere to attendance and break policies

Consistently meet department expectations for appropriately logging into systems and databases

Demonstrate self-management, requiring minimal supervision to meet jon responsibilities and expectations while maximizing daily productivity

Demonstrate the ability to prioritize and multitask to meet department service levels and deadlines including timely follow-up with internal and external customers

Qualifications:

Knowledge

Effective interpersonal skills

Problem solving skills

Effective verbal and written communication skills

Mathematics

Keyboard skills

Multitasking