Collections Account Manager

C&F Bank•Henrico, VA

1d•Onsite

About The Position

The Account Manager I at C&F Finance Company is the first point of contact for customers with past-due accounts. The role handles customer inquiries and initiates and receives calls to identify delinquent-account solutions, with the primary goal of negotiating outcomes that benefit both the customer and C&F Finance and bring accounts current. The position requires professional, persistent customer communication, accurate account documentation, use of approved resolution options, and compliance with company policies and applicable laws and regulations. Success is measured by completing the essential duties, contributing to teamwork, and meeting or exceeding monthly goals set by management for the team, department, and company. The position is performed in an operational office environment that can be stressful at times. No travel is required.

Requirements

High school diploma or equivalent.
Experience and proficiency with Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Proficient computer and typing skills.
Excellent verbal and written communication, interpersonal, and organizational skills, with sound judgment in professional interactions with customers, coworkers, third parties, and vendors.
Ability to work cooperatively with peers, employees, managers, and other departments as a motivated team player.
Ability to multitask in a fast-paced environment and meet deadlines and performance standards.
Rapport-building, problem-solving, attention-to-detail, accuracy with mathematical calculations, analytical, computer-literacy, and professional telephone-etiquette skills.
Ability to navigate the system of record proficiently and maintain current knowledge of collection laws and regulations.
Ability to communicate effectively with people at all levels, listen actively, and work independently or with a team.
Understanding of auto-loan industry processes and regulations and ability to present accurate mathematical calculations.
Ability to maintain confidentiality.
Ability to meet attendance requirements and work a flexible schedule that may include rotating weeknights, weekends, and holidays.

Nice To Haves

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

Responsibilities

Contact customers by phone, email, text, chat, and letter about account payments and insurance.
Apply C&F Finance Company’s loan-servicing philosophy and Collections Manual policies and procedures.
Demonstrate knowledge of loan-servicing policies and procedures and pass annual testing.
Understand and apply FDCPA, TCPA, CFPB, and other applicable laws and regulations in states where C&F does business.
Call customers with past-due accounts and obtain a promise to pay or payment to keep accounts current.
Follow the daily work strategy and plan.
Properly document customer conversations and follow-ups in the system of record.
Use approved account-resolution options, including deferments, due-date changes, Quick Collect, MoneyGrams, one-time ACH, automatic deductions, and credit-card payments.
Maintain and update account information, including name, address, and phone number changes.
Perform skip tracing as needed.
Meet or exceed company and team goals for delinquency, charge-offs, repossessions, and other targets 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 recommendations or changes.
Work NSF, first-pay, and off-extension lists daily as required by managers.
Understand daily tracking reports.
Complete required AFSA University courses and pass testing at the end of each training segment.
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.