Account Representative:Dual Role-Field

About the role

Focus on collections, sales, and/or promotion of financial products by providing effective customer guidance and service to retain and acquire more clients, contributing to sales and collection goals. Manages collections for assigned accounts, evaluates, conducts visits, and makes calls manually or using an auto-dialer tool. Identifies customer needs or those of new prospects to help them choose the financial product that best fits their needs and payment capacity. Guides clients nearing loan payoff to renew through attractive offers to retain them.

Conducts field visits to validate employment and manages visits to clients with overdue accounts or delinquencies of 30 days or more to bring accounts current through collections, payment plans, renewals, restructuring, or other loss mitigation alternatives in compliance with company policies, procedures, and applicable legislation, including:

• Electronic Transfer Funds (Reg. E)
• Equal Credit Opportunity Act (Reg B)
• Fair Housing Act
• Privacy Of Consumer Financial Information
• Regulation CC/Check 21
• Truth in Lending (Reg. Z.)
• Truth in Savings Act (Reg DD)
• Unfair and Deceptive Acts or Practices (Reg. AA)
• Regulation 57220OCIF (Interest Rates and other Charges on Loans)
• Regulation 5782 OCIF (Interest Rates and other Charges on Small Personal Loans)
• Regulation 5793 OCIF (Chapter 13, Charges for Returned Checks)

Responsibilities

• Manage collections through client visits, make and handle collection calls, and transfer them to appropriate staff as needed.
• Perform sales activities via phone calls and in-person with clients visiting the office, including follow-up with interested clients.
• Complete client application forms, follow up on approved applications, and verify credit risk and opportunities.
• Achieve sales of RBO (Refinance Balance Only) renewals or restructurings.
• Assist with cash register operations.
• Visit clients or their references as assigned for collection management following procedures.
• Process client files, references, and courtesy or collection calls for overdue or delinquent accounts.
• Complete daily visit reports and enter all results of each activity into the Oracle system.
• Verify performance and follow-up reports.
• Process payments received in the field or loan disbursements.
• Prepare payment books.
• Perform additional tasks assigned by the supervisor.

Requirements

• Basic knowledge of arithmetic, languages, spelling, and grammar.
• Accuracy and correctness in checking, posting, verifying written documents, and counting.
• Use of calculators for simple computations, photocopiers, telephone systems, basic computer document writing, fax machines, and other office equipment requiring basic skills.
• Equivalent to a high school education.
• Proficiency with telephone systems, auto-dialer, computerized systems, and cash registers.
• Experience with Excel, Outlook, and Word.
• Account and risk analysis.
• Good documentation practices.
• Training on offered products and their competition.
• Understanding of credit reports.
• Access to a well-maintained automobile.
• Valid driver’s license and current vehicle registration (marbete).

Skills

• Empathy
• Customer service
• Punctuality
• Ability to work under pressure
• Discipline
• Teamwork
• Responsibility
• Positive attitude
• Kindness
• Flexibility
• Organization
• Sensitivity