Collections Account Manager

C&F Finance•Richmond, VA

3d•$40,000 - $48,000•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 manages customer inquiries through incoming and outgoing calls and other communication channels, and negotiates mutually beneficial solutions to bring delinquent accounts current. The position requires applying the company’s loan-servicing philosophy and policies, complying with applicable collection and financial-services laws, documenting account interactions, and meeting established performance goals. The role is performed in an operational office environment that can be stressful at times. Employees may need to work a flexible schedule, including rotating weeknights, weekends, and holidays as business needs dictate. 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, organizational, and judgment skills.
Ability to work cooperatively with colleagues, managers, employees, and other departments, and to work independently or as part of a team.
Ability to multitask in a fast-paced environment with deadlines and performance standards.
Skills in rapport building, problem solving, attention to detail, accurate mathematical calculations, analysis, computer literacy, and professional telephone etiquette.
Ability to maintain current knowledge of collection laws and regulations and navigate the system of record proficiently.
Ability to communicate effectively with people at all levels, listen actively, understand auto-loan industry processes and regulations, present accurate calculations, and 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, credit, and collection law.
Relevant work experience may be considered in place of a degree.

Responsibilities

Contact customers by phone, email, text, chat, and letter regarding payments and insurance on accounts.
Apply C&F Finance Company’s loan-servicing philosophy and policies and procedures.
Demonstrate knowledge of the Loan Servicing Manual and successfully complete annual testing on its policies and procedures.
Apply knowledge of FDCPA, TCPA, CFPB, and related laws in states where C&F does business.
Contact customers with past-due accounts and secure a promise to pay or payment to keep accounts current.
Follow the daily work strategy and plan.
Document customer conversations and follow-ups on promises to pay in the system of record.
Use authorized resolution options, including deferments, due-date changes, Quick Collect, Money Grams, one-time ACH, automatic deductions, and credit-card payments, to bring accounts current.
Maintain and update account information, including names, addresses, and phone numbers.
Perform skip tracing as needed.
Meet or exceed company and team goals for delinquency, charge-offs, repossessions, and other measures in the monthly incentive plan.
Remain logged into the dialer or phone system and handle incoming calls.
Understand audits and reviews and address deficiencies or implement recommendations.
Work NSF, first-pay, and off-extension lists daily as required by managers.
Understand daily tracking reports.
Comply with applicable federal, state, and local laws and regulations, as well as company policies and procedures.
Complete required AFSA University courses and pass the associated tests.
Meet the position’s attendance requirements and work a flexible schedule, including rotating weeknights, weekends, and holidays as business dictates.
Perform other duties as assigned.