Collections Account Manager

Overview The Account Manager is primarily responsible for contacting customers regarding past due payments, making payment arrangements, correcting customer information, answering customer’s questions about their accounts, and quoting accurate payoff information when requested. The Account Manager should do this while representing C&F Finance Company in a professional and positive manner and ensuring that all applicable laws and regulations are complied with in this process. Responsibilities Contact customers by phone, e‑mail, text, chat and letter regarding payment and insurance on accounts Understand and effectively apply C&F Finance Company’s loan servicing philosophy as reflected in the Collections Manual Demonstrate complete knowledge and successfully passing the annual testing of Loan Servicing Manual policies and procedures Demonstrate knowledge of FDCPA, TCPA, CFPB and related laws in all states that C&F does business in and be able to apply it successfully Call customers on past due accounts and secure “Promise to Pay” or payment on the account to keep the account current Follow daily work strategy and plan Properly document all conversations with the customer in the system of record. Be familiar with and effectively utilize all resolution remedies within policy (deferments, due date changes, Quick Collect, Money Grams, One‑time ACH, auto deducts, credit card payments, etc.) to bring an account current Follow up on promises to pay and properly document in the system of record. Maintain and update account information: changes to name, address, phone #, etc. Skip Tracing as needed per account Meet or exceed established company and team goals for delinquency, charge offs, repossessions, etc. as set in the Account Manager Monthly incentive plan Stay logged into the dialer/phone system and handle all incoming calls Understanding of all audits and reviews to correct deficiencies or to apply changes and recommendations Work NSF, first pay and off extension list daily as required by managers Demonstrate understanding of the daily tracking reports Knowledge, understanding and compliance with all applicable Federal, State, and Local laws and regulations that regulate the loan servicing and finance industry Take all AFSA University required courses and be able to successfully pass all testing requirements at the end of each training segment Knowledge, understanding and compliance with C&F policies and procedures Must be able to meet the attendance requirements for the position Must be able to work a flexible schedule to include rotating weeknights, weekends, and holidays as business dictates Perform other duties as assigned Qualifications Knowledge One year of customer service or collections experience in banking, auto collections and special finance is preferred. Experience and a level of proficiency with Microsoft Office (Outlook, Word, Excel, and Power Point) required. Proficient computer skills and typing skills are necessary. Skills The Account Manager must possess excellent verbal and written communication skills, interpersonal skills, organizational skills, and good judgement for professional contact with customers, co‑workers, 3rd parties and vendors. Must be a highly motivated team player and work cooperatively with peers, employees, managers and other departments. The individual must have good organizational skills and be able to multitask in a fast‑paced environment. Other skills required include rapport building, problem solving, attention to detail, accuracy in mathematical calculations, analytical ability, good PC and computer literacy, and professional telephone etiquette. The individual must maintain an updated knowledge of collection laws and regulations. Must demonstrate proficiency in navigation through System of record. Bilingual Preferred. Abilities Able to communicate effectively with people at all levels. Must have excellent active listening skills and be able to work independently or with a team. The Account Manager must be able to multitask in a fast‑paced environment with deadlines and performance standards. In addition, they must understand the auto loan industry processes and regulations and be able to present accurate mathematical calculations. An Account Manager must be able to maintain confidentiality. Education High School Diploma or equivalent required. College level courses in business preferred. Courses in banking and credit and collection law are encouraged. Without a degree, equivalent relevant work experience will be considered. Success Metrics The Account Manager’s success will be measured based on their ability to successfully complete the essential duties and responsibilities enumerated above. Other measures of success include teamwork (ability and willingness to work with other team members for the success of the department and the growth of the individual collectors) and the ability to meet or exceed established goals for the team, department, and company. Management will provide goals each month. Physical Demands Employees may experience the following physical demands for extended periods: viewing computer monitor, keyboarding, talking on the phone, sitting, hands and wrists fine motion, lifting boxes no heavier than 10 pounds and standing/walking. Reasonable accommodation can be made to enable individuals with disabilities to perform essential functions. Work Environment Work is performed in an operational office environment. The work environment can be stressful at times. Note This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization. Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training. Travel None Industry Financial - CONSUMER FINANCIAL SERVICES #J-18808-Ljbffr