MH Account Representative

FirstBank•Knoxville, TN

About The Position

The MH Account Representative works in our Specialty Lending Group/Manufactured Housing Servicing Department to deliver prompt, accurate, courteous customer service via phone, fax, mail, or email. The Account Rep handles existing customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Essential Duties and Responsibilities : Working with customers to bring their account up to date (accounts currently in collections). Provides excellent customer service by assisting customers with questions, complaints, and billing questions. Take inbound calls from customers and make outbound calls to customers. This position takes/makes about 80-140 calls a day. Documents all contacts, verifying customer contact information, reason for call, and resolution. De-escalate situations involving dissatisfied customers by helping and supporting the customer. Assists in the training of new employees. Works to achieve goals given every month. Responds and resolves customer service issues via telephone, fax and email. Assist other departments as needed with translating for customers. Comply with all internal and external regulations. Performs other duties as assigned. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience High School Diploma or GED equivalent

Requirements

High School Diploma or GED equivalent
Excellent written, oral, and reading communication skills
Strong mathematical and analytical skills
Average or above average typing skills
Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.
Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.
Understand and comply with bank policy, laws, regulations as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

Nice To Haves

Bilingual - preferred
Proficient in Microsoft office suite
Previous Collections experience a plus, but not required

Responsibilities

Working with customers to bring their account up to date (accounts currently in collections)
Provides excellent customer service by assisting customers with questions, complaints, and billing questions
Take inbound calls from customers and make outbound calls to customers
This position takes/makes about 80-140 calls a day
Documents all contacts, verifying customer contact information, reason for call, and resolution
De-escalate situations involving dissatisfied customers by helping and supporting the customer
Assists in the training of new employees
Works to achieve goals given every month
Responds and resolves customer service issues via telephone, fax and email
Assist other departments as needed with translating for customers
Comply with all internal and external regulations
Performs other duties as assigned