Customer Account Representative

Customer Account Representative - Collections / Call Center Rep

Customer service professionals - are you looking to take your next big career step with a respected industry leader? GM Financial needs your expertise! A wholly-owned subsidiary of General Motors Company, we offer attractive retail loan and lease programs to automotive consumers, as well as commercial lending products to help automotive dealers to finance and grow their businesses.

Please join us for our Customer Service Representative Hiring Event on April 14th in Chandler, AZ. Our hiring managers will be on hand to meet with you and to make same day offers to qualified candidates for full-time, direct-hire Customer Account Representative Positions. If you have a passion for providing world class customer service, we want to meet you!

Job Description:

GM Financial's success is largely dependent on building strong, lasting relationships with the customers we serve. This is why we are committed to providing best-in-class customer service, while promoting open and honest communication at all levels. As a Customer Account Representative of Collections, you'll go home feeling like you made a difference.

You will spend your day talking with customers, while making outbound and receiving inbound calls. You will remind them about late or missed payments, obtain details about the reasons for delinquency, help customers find solutions to bring their account current, and negotiate repayment resolutions. This position has contact with customers, as well as, other Company departments, repossession agents, and other outside agencies.

Every call is an opportunity for you to use your negotiation and relationship building skills to partner and build lasting business relationships. The team receives ongoing training, with an emphasis on compliance, negotiations, and customer service skills to ensure each call is consistent and based on industry best practices.

Your specific duties in this role will include:

Maintain excellent attendance.
Be open to feedback and willing to learn.
Demonstrate a positive attitude.
Make productive use of your time while at work.
Utilize customer service skills to negotiate account resolutions.
Represent GM Financial professionally within the center and throughout the community.
Ensure that all actions are in compliance with company policies and laws.
Communicate with customers appropriately; with proper speed, tone, and consistency.
Demonstrate effective questioning/listening skills when speaking with customers and third parties.
Keep calls on-task and ensuring efficient use of call handle time.
Use probing questions and leverage information obtained to ensure productive collection/skip tracing efforts.
Document all conversations and collection activities. Use holds/promises effectively, based on the situation.

Job Requirements:

We are looking for Customer Account Representatives who combine outstanding presentation and negotiation skills and possess the ability to effectively communicate with customers. Team members should demonstrate strong judgment, logical problem solving and decision making skills. Our representatives must display the exceptional verbal and written communication and interpersonal skills.

Specific qualifications for the role include:

High school diploma or equivalent
Ability to function effectively as part of a team
Highly self-motivated
Exceptional customer service skills
Ability to utilize open-ended questioning tactics to maximize information gathering.
Strong time management and multitasking skills
Solid typing, data entry skills, and use of multiple window environment
Mathematical skills necessary to arrange payment plans and calculate past due amounts
Basic knowledge of collection policies and procedures, including the Fair Debt Collection Practices Act, preferred
Skip tracing knowledge, a plus
Previous call center, customer service, retail, hospitality, collections, and/or sales experience, a plus

Benefits:

GM Financial, a wholly owned subsidiary of General Motors, is a global provider of auto finance solutions, with operations in the U.S., Canada, China, Europe, and Latin America. We employ nearly 5,000 hard-working team members in North America, and we're always looking for new people with diverse talents. GM Financial is a workplace where dedicated people have the opportunity to work together and celebrate our successes. Our culture is based on respect, integrity, innovation, and personal development.

GM Financial's culture is based on strengthening the communities where we live and work. Each year, we select several philanthropic organizations as our "Signature Events." We actively support these organizations through many company-wide initiatives.

GM Financial's benefits plan is designed to enhance your career and life. It is comprehensive and offers you peace of mind, and it covers a wide range of services to meet your unique needs. It also gives you the opportunity to invest in your future and purchase additional financial security for yourself and your family. You're covered day in and day out.

Some of our benefits include:

Team based performance incentives
Competitive paid time off program
401(k) retirement savings plan
Flexible health insurance options including dental and vision
Eligible for health benefits on 1st day of the month, following 30 days of employment.
Tobacco-free discount and tobacco cessation program
Wellness programs, including health coaching and wellness rewards
Career Development opportunities and training
Rewards and Recognition program
Employee Assistance Program (EAP)
Pre-tax dependent care benefits
Discounts on purchase or lease of new GM vehicles
GM Company-owned Vehicle Purchase Program
Community Service Hours - eight hours of paid time off, quarterly, for qualified volunteer opportunities