Account Manager I - FIN

C&F Finance•Richmond, VA

18h

About The Position

The Account Manager I contacts customers about past-due payments and account insurance, arranges payments, updates customer information, answers account questions, and provides accurate payoff information. The role represents C&F Finance Company professionally and positively while complying with applicable laws and regulations. It requires managing customer interactions, following servicing procedures, documenting account activity, and meeting established performance goals in a fast-paced operational office environment.

Requirements

High school diploma or GED required; equivalent relevant work experience may be considered in lieu of a degree.
Microsoft Office proficiency, including Outlook, Word, Excel, and PowerPoint, required.
Proficient computer and typing skills, including the ability to navigate the system of record.
Excellent verbal and written communication, interpersonal, organizational, and active-listening skills.
Good judgment and professional telephone etiquette when communicating with customers, coworkers, third parties, and vendors.
Ability to build rapport, solve problems, pay attention to detail, make accurate mathematical calculations, and think analytically.
Ability to multitask in a fast-paced environment with deadlines and performance standards.
Ability to work independently and cooperatively with a team, peers, managers, employees, and other departments.
Ability to communicate effectively with people at all levels and maintain confidentiality.
Ability to understand auto-loan industry processes and regulations and maintain up-to-date knowledge of collection laws and regulations.
Ability to meet attendance requirements and work rotating weeknights, weekends, and holidays as business dictates.

Nice To Haves

One year of customer service or collections experience in banking, auto collections, or special finance is preferred.
Bilingual ability is preferred.
College-level business courses are preferred; courses in banking and credit and collection law are encouraged.

Responsibilities

Contact customers by phone, email, text, chat, and letter regarding payments and insurance on their accounts.
Apply C&F Finance Company’s loan-servicing philosophy and the policies and procedures in the Collections Manual and Loan Servicing Manual.
Pass annual testing on Loan Servicing Manual policies and procedures, and complete required AFSA University courses and assessments.
Apply knowledge of FDCPA, TCPA, CFPB, and other applicable federal, state, and local laws and regulations.
Call customers with past-due accounts to obtain a promise to pay or payment and help keep accounts current.
Follow the daily work strategy and plan.
Document customer conversations and promise-to-pay follow-ups in the system of record.
Use policy-approved resolution options, including deferments, due-date changes, Quick Collect, MoneyGrams, one-time ACH, automatic deductions, and credit-card payments.
Maintain and update customer account information, including name, address, and phone number.
Perform skip tracing when needed for an account.
Meet or exceed company and team goals for delinquency, charge-offs, repossessions, and other measures specified in the monthly incentive plan.
Remain logged into the dialer or phone system and handle incoming calls.
Understand audits and reviews, correct deficiencies, and apply resulting changes and recommendations.
Work NSF, first-pay, and off-extension lists daily as directed by managers.
Understand and use daily tracking reports.
Comply with C&F policies and procedures.
Meet attendance requirements and work a flexible schedule that may include rotating weeknights, weekends, and holidays as business needs dictate.
Perform other duties as assigned.