Bilingual Collections Account Manager

Overview

The Bilingual Account Manager is primarily responsible for contacting all customers but also Spanish speaking customers regarding past due payments, making payment arrangements, correcting customer information, answering customer’s questions about their accounts and quoting accurate payoff information when requested.

 

The Account Manager should do this while representing C&F Finance Company in a professional and positive manner and ensuring that all applicable laws and regulations are complied with in this process.

Responsibilities

• Contact customers by phone, e-mail, text, chat and letter regarding payment and insurance on accounts        

• Understand and effectively apply C&F Finance Company’s collection philosophy as reflected in the Collections Manual

• Demonstrate complete knowledge and successfully passing the annual testing of Collections Manual policies and procedures

• Demonstrate knowledge of FDCPA, TCPA, CFPB and related laws in all states that C&F does business in and be able to apply it successfully

• Call customers on delinquent accounts and secure “Promise to Pay” or payment on the account to keep the account current

• Follow daily work structure

• Properly document all conversations with the customer in the Finesse & Megasys system.

• Be familiar with and effectively utilize all collection remedies within policy (deferments, due date changes, Quick Collect, Money Grams, One-time ACH, auto deducts, credit card payments, etc.) to get an account current

• Follow up on promises to pay and properly document in system

• Maintain and update account information: changes to name, address, phone #, etc.

• Skip Tracing as needed per account

• Meet or exceed established company and team goals for delinquency, charge offs, repossessions, etc. as set in the Account Manager Monthly incentive plan

• Stay logged into the dialer/phone system and handle all incoming calls

• Understanding of all audits and reviews to correct deficiencies or to apply changes and recommendations

• Work NSF, first pay and off extension list as required by managers

• Demonstrate understanding of the daily tracking reports

• Knowledge, understanding and compliance with all applicable Federal, State, and Local laws and regulations that regulate the collection and finance industry

• Take all AFSA University required courses and be able to successfully pass all testing requirements at the end of each training segment

• Knowledge, understanding and compliance with C&F policies and procedures

• Must be able to follow the attendance requirements for the position.

• Must be able to work a flexible schedule to include rotating weeknights, weekends, and holidays as business dictates.

• Perform other duties as assigned.

Qualifications

Knowledge:  

One year of customer service or collections experience in banking, auto collections and special finance is preferred. Experience and a level of proficiency with Microsoft Office (Outlook, Word, Excel and Power Point) required. Proficient computer skills and typing skills are necessary.

 

Skills:            

The Account Manager must possess excellent verbal and written communication skills, interpersonal skills, organizational skills, and good judgement for professional contact with customers, co-workers, 3rd parties and vendors. Must be a highly motivated team player and work cooperatively with peers, employees, managers and other departments. The individual must have good organizational skills and be able to multitask in a fast-paced environment. Other skills required include rapport building, problem solving, attention to detail, accuracy in mathematical calculations, analytical ability, good PC and computer literacy, and professional telephone etiquette.  The individual must maintain an updated knowledge of collection laws and regulations. Must demonstrate proficiency in the navigation through Megasys.

 

Abilities:        

Able to communicate effectively with people at all levels. Must have excellent active listening skills and be able to work independently or with a team. The Account Manager must be able to multi-task in a fast-paced environment with deadlines and performance standards. In addition, they must understand the auto loan industry processes and regulations and be able to present accurate mathematical calculations. An Account Manager must have the ability to maintain confidentiality.

 

Education:    

High School Diploma or equiv