Customer Account Representative I-CAN - Jobs in Peterborough, ON

Job Description

Overview:The Customer Account Representative of collections is responsible for making outbound and taking inbound calls to collect and resolve delinquent accounts in order to mitigate further actions. This team member is responsible for upholding desired company image by providing customers with exceptional experience. This team member has contact with customers, as well as other Company departments, repossession agents and outside agencies.Responsibilities:Servicing (30%)

• Uphold a professional image at all times
• Maintain a helpful demeanor
• Actively listens with the intention of understanding others; externally and internally
• Assess situations/requests and determine the best course of action through effective communication skills
• Demonstrate good judgement
• Ensure execution of policies and procedures as required

Compliance (25%)

• Protect the interests of the company by ensuring all actions are in compliance with federal, state and provincial laws and company policies
• Protect confidential customer information
• Interact with both external and internal customers in a professional manner at all times
• Identify and address anything that detracts from a safe and healthy work environment

Business Posture (15%)

• Demonstrate understanding of department objectives and execute strategies effectively
• Support department and company initiatives to optimize results in the areas of customer satisfaction and portfolio performance
• Demonstrate an understanding of customer and business needs
• Demonstrate a professional and approachable demeanour
• Act with integrity and make ethical decisions
• Collaborate and share best practices
• Represent the company professionally within the center/department and community
• Contribute to a cooperative environment; maintain an open mind and remain positive concerning change
• Actively participate in team, department and center meetings
• Work effectively with peers
• Accept constructive feedback and implement improvement steps

Engagement (15%)

• Represent GM Financial professionally when interacting with internal and external customers
• Provides service that meets or exceeds customer expectations to support customer engagement and promote brand loyalty, while focusing on customer retention
• Demonstrate ability to resolve account issues and de-escalate customer concerns to maximize customer satisfaction

Time Management (15%)

• Adhere to attendance and break policies
• Consistently meet department expectations for appropriately logging into systems and databases
• Demonstrate self-management, requiring minimal supervision to meet jon responsibilities and expectations while maximizing daily productivity
• Demonstrate the ability to prioritize and multitask to meet department service levels and deadlines including timely follow-up with internal and external customers

Qualifications:Knowledge

• Effective interpersonal skills
• Problem solving skills
• Effective verbal and written communication skills
• Mathematics
• Keyboard skills
• Multitasking

Education

• High school diploma required
• Secondary school or equivalent work experience preferred

Experience

• Previous call center, collections and/or sales experience preferred

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