Success as an Collection Account Representative will be achieved through the following:
Role Activities (Duties):
- Initiates new customer contact to establish a relationship, verify correct
information, and remind customer of terms of contract
- Communicates directly with customer; listens to and assesses facts, seeks
information not freely given, overcomes objections, negotiates, and makes
decisions leading to win-win outcomes
- Minimizes delinquent payments, prevents of charge-offs, and verifies
insurance and contact information through frequent customer contact
- Uses fact finding and seeking questions to determine reasons for
delinquencies; uses active listening techniques; recommends solutions to
assist customer; seeks proof if excuses are given; overcomes objections
- Uses follow-up letters to document and confirm telephone conversations
- Motivates customer by reminding them of advancement goal
- Adheres to all applicable collection policies and regulations
- Documents customer contact in Discover system, paying attention to
content, accuracy, attention to detail, potential problems, and actions taken
- Create and maintain reports and monitoring boards to display accurate, up
to date information
Accomplishments and Results (Deliverables):
- Initiates customer contact within 3 days of loan closing
- Spends 90-95% of time in direct contact with customers
- Meets or exceeds established standards for 1, 10, and 30 day delinquency
Targets
- Meets or exceeds established standards for maintaining active insurance
- Meets or exceeds established standards for charge-off’s and repossessions