Collections Representative

JOB DUTIES:

• Execute day-to-day collection strategies and actively contribute to center performance objectives.
• Support center and company initiatives and demonstrate an understanding of business needs.
• Ensure actions are in compliance with company policies and laws.
• Contribute to a cooperative environment, maintain an open mind and remain positive concerning change.
• Follow call flow model using standard demand on all contacts.
• Keep calls on task and ensure efficient use of call handle time.
• Negotiate to find the best outcome and utilize collection tools appropriately.
• Demonstrate effective questioning/listening skills when speaking with customers and third parties.
• Use probing questions and leverage information obtained to ensure productive collection/skip tracing efforts.
• Demonstrate effective and efficient skip tracing efforts.
• Demonstrate technical proficiency.
• Leave messages appropriately with proper speed, tone and consistency.
• Document conversations/collection activity and use holds/promises effectively.
• Adhere to the attendance and break policy.
• Maximize productive time, manage work queues and ensure multiple calls are made when appropriate.
• Collaborate with peers and share best practices.
• Develop effective internal and external business relationships.
• Represent GM Financial professionally within the center and community.

OTHER IMPORTANT DUTIES

• Attend and actively participate in training sessions and team/department meetings.
• Perform related duties, as needed or directed.

REPORTING RELATIONSHIP

Reports to: Team Leader Collections

Direct Reports: None

Knowledge

• Basic knowledge of effective customer service techniques.
• Working knowledge of collection policies and procedures, including the Fair Debt Collection Practices Act.
• Skip tracing knowledge will be considered an asset.

Skill

• Interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.
• Good verbal and written communication, customer service, time management, negotiation, typing, and data entry skills.
• Mathematical skills necessary to arrange payment plans and calculate past due amounts.
• Keyboarding skills and ability to multi-task when speaking with customers.  
• Basic computer skills, including, but not limited to, Windows and the Internet.
• Skills necessary to operate various pieces of office equipment, such as but not limited to, fax machines, copy machines, and etc.
• Self-motivator while actively participating in a team environment.
• Ability to control conversation with customer.
• Ability to utilize open-ended questioning tactics to maximize information gathering.

Experience

• Previous call center, collections, and/or sales experience preferred.
• High school degree or equivalent required; college degree preferred.

WORK CONDITIONS 

•    Call Center/Normal office environment, subject to stress in relation to number of accounts requiring attention per day and other established performance criteria.
•  Must be able to work any schedule of hours that meets business needs including overtime.