Account Manager

Account Manager

The Account Manager is responsible for collecting on charge-off accounts by making and receiving calls, and utilizing company's eight steps to a successful collection call. In addition to making and receiving calls, this individual must perform skip-tracing techniques and must document accounts accordingly. The Collector will email compliance approved emails, leave compliance approved messages, heavy skip tracing, search for the vehicle, call references, family members, and employment.

Essential duties and responsibilities include, but are not limited to the following:

• Collect payments on past due bills for Potential 30 clients.
• Create a list of people who have not made payments.
• Organize list according to severity of delinquency.
• Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.
• Call customers using telephone.
• Utilize computer systems to handle skip tracing.
• Inform clients of overdue accounts and amount currently owed.
• Attempt to collect payment.
• Ensure all customer information is correct, including phone numbers and addresses.
• Listen to customer's story and determine if debt can be collected.
• Set up repayment plans and new terms of sale.
• Process extensions to get customer current.
• Record new commitment to repay debt.
• Process modifications.
• Submit repossession request for approval.
• Follow federal and state laws dealing with debt collection.
• Perform other duties as assigned.

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Business Acumen: Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Conceptual Thinking: Generates creative solutions. Translates concepts and information into images. Applies design principles. Uses feedback to modify designs. Demonstrates attention to detail.
• Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
• Interpersonal: Focuses on solving problems, not blaming. Maintains confidentiality. Listens to others without interrupting. Keeps emotions under control. Remains open to others' ideas and tries new things.
• Negotiating: Exploring alternatives by means of persuasion to reach favorable outcomes in situations where decisions involve other parties.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Persuasiveness: Presenting an idea or plan in a way that persuades others to adopt a certain stand.
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Stress Tolerance: Performing well when faced with pressure due to time frame, workload, adversity, disappointment, or opposition.
• Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

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.

• Knowledge of FDCPA standards and state laws.
• Auto-dialer experience a plus.
• Must be able to maintain composure with difficult or irate customers.
• Promote a positive work environment.
• Must be detail oriented.

Education/Experience:

• High school diploma.
• 1 Year Collections experience.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Language Ability:

Ability to clearly and effectively communicate in person, in writing and by telephone.

Computer Skills:

Proficient in use of MS Office - Word, Excel, Shaw, TLO, SharePoint.

Certificates and Licenses:

None Required.

Commitment to Diversity and Equal Employment Opportunity:

United Auto Credit Corporation, a wholly owned indirect subsidiary of Vroom, is an equal opportunity employer committed to creating and supporting a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspectives and contributions. We believe our values of SPEED (Service, Progress, Employees, Engagement, and Development) are best realized in an environment, whether physical or virtual, where every individual has the ability to bring their whole selves to work and contribute fully.

UACC maintains a working environment that encourages mutual respect and promotes harmonious and friendly relationships among employees. The company prohibits any form of employment discrimination or harassment against employees, applicants, or other protected persons in the workplace based on a protected characteristic(s), regardless of who the source is of such conduct. Protected characteristics include race, color, religion, creed, sex (including gender, sexual orientation, gender identity or expression, or pregnancy, childbirth, or a related medical condition), national origin, ancestry, ethnicity, age, physical or mental disability, genetic information, service in the uniformed services, citizenship, or any other characteristic protected by federal, state, and/or local law. This commitment to antidiscrimination and antiharassment applies to all terms, conditions, and privileges of employment including, but not limited to, recruitment and hiring.

UACC likewise provides reasonable accommodations to qualified applicants, employees, or other legally protected individuals in the workplace with a disability to enable them to participate in the job application process, to perform the essential functions of a job, or to enjoy the benefits and privileges of employment equal to those of other employees, except if the accommodation would pose an undue hardship. The company also makes reasonable accommodations for religious beliefs and practices.

UACC complies with all applicable federal, state, and/or local laws relating to equal employment.

Other Things to Note:

This posting is not intended to provide a comprehensive account of the duties and responsibilities that may be required of this position. Duties and responsibilities may change or be added at any time, with or without notice.

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