Overview:

The Lease Servicing Account Representative I is responsible for making outbound and taking inbound calls to resolve delinquent accounts. This team member will have contact with customers, repossession agents, various internal departments, and other outside agencies.

Responsibilities:

JOB DUTIES

Execute day-to-day strategies and actively contribute to center performance objectives
Ensure actions are in compliance with company policies and laws
Adhere to attendance and scheduling requirements
Initiate contact with customers, third parties, vendors and other agencies to resolve accounts
Maximize productive time by utilizing effective time management skills
Accurately document collections and servicing activity in the appropriate system of record
Utilize collection tools appropriately
Perform other duties as assigned
Conform with all company policies and procedures
Qualifications:

Knowledge

Knowledge of effective customer service techniques
Knowledge of GM Financials core business functions, policies and procedures
Knowledge of state and federal laws (eg, repossession and bankruptcy)
Skip tracing knowledge
Understanding of the Fair Debt Collection Practices Act (FDCPA)

Skills

Ability to maintain effective working relationships
Ability to negotiation effectively
Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
Ability to work in a fast paced environment
Good oral and written communication skills

Additional Knowledge Skills and Abilities

Knowledge of State and Federal laws pertaining to Collections Demonstrate effective questioning/listening skills when speaking with customers and third parties
Use probing questions and leverage information obtained to maximize business results

Education

High School Diploma or equivalent required
Bachelor s Degree preferred

Experience

0-2 years previous call center, customer service, collections, and/or sales experience preferred

Working Conditions

Occasional overtime or split shifts may be required
Fast-paced office environment
Strong focus on providing quality service to internal and external customers
Subject to daily service level requirements