Account Manager I - FIN

C&F Finance•Richmond, VA

1d•Onsite

About The Position

The Account Manager is primarily responsible for contacting 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.

Requirements

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.
The Account Manager I 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 navigation through System of record. Bilingual Preferred.
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 multitask 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 be able to maintain confidentiality.
High School Diploma or equivalent required.

Nice To Haves

College level courses in business preferred.
Courses in banking and credit and collection law are encouraged.
Without a degree, equivalent relevant work experience will be considered.
Bilingual Preferred.

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 loan servicing philosophy as reflected in the Collections Manual
Demonstrate complete knowledge and successfully passing the annual testing of Loan Servicing 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 past due accounts and secure “Promise to Pay” or payment on the account to keep the account current
Follow daily work strategy and plan
Properly document all conversations with the customer in the system of record.
Be familiar with and effectively utilize all resolution remedies within policy (deferments, due date changes, Quick Collect, Money Grams, One-time ACH, auto deducts, credit card payments, etc.) to bring an account current
Follow up on promises to pay and properly document in the system of record.
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 daily 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 loan servicing 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 meet 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