Credit Representative

About the role

The purpose of this classification is to perform work functions associated with locating, notifying, and securing payments from customers with delinquent accounts.

Responsibilities

• Sends text messages, mails form letters and/or late charge notices to customers to encourage payment of delinquent accounts.
• Confers with customers by text or telephone attempting to determine reason for overdue payment, reviewing terms of sales, service, or credit contract with customer in an attempt to gain payment.
• Documents all correspondence and attempted correspondence with customers concerning accounts.
• Receives payments and posts amount paid to customer’s account.
• Responsible for maintaining and balancing assigned cash drawer ensuring that the drawer is locked and the key removed when the drawer is left unattended; the key remains in the possession of the employee assigned to that cash drawer by the Store Manager.
• Travels to customers’ homes as required to collect on late payments; assists with repossessions of merchandise, if necessary, upon approval of the Store Manager.
• Prepares paperwork prior to legal action to be initiated against severely late-paying customers.
• Initiates credit investigations by telephone for new credit account applicants under the direction of the Credit Manager.
• Logs details of work activities on a daily, weekly, and monthly basis.
• Receives various documentation and reports; reviews, processes, responds, distributes, forwards, files, maintains, and/or takes other action as appropriate.
• Operates a personal computer, printer, calculator, copy machines, telephone, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
• Logs customer service requests into PQA and schedules merchandise repairs for customers.
• Assists customers on the sales floor as assigned by management to include participation in the sales floor rotation, greeting customers, demonstrating products, completing sales write ups, and updating CRM.
• Maintains an acceptable sales quota as established in weekly, monthly, and annual store goals as assigned by the Store Manager.
• Complies with Store Operations Customer Service Counter and Telephone Standards.
• Upholds and promotes H.O.M.E. values: Helping others, developing Ordinary people to do extraordinary things, being a Motivated owner that cares, and Ensuring that excellence is a habit personally and for those entrusted to them to lead.
• Assists in other store departments as required.
• Performs other related duties as required.

Requirements

• High School Diploma or GED required.
• Six months experience in payment collections or general office procedures; or any combination of training, experience and education which provides the required knowledge, skills, and abilities for this position.
• Must possess and maintain a valid State Driver’s License.

Skills

• Data Utilization: ability to review, categorize, prioritize, and/or analyze data; exercise discretion in determining data classification; reference analysis to established standards to recognize actual or probable interactive effects and relationships.
• Human Interaction: ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
• Equipment, Machinery, Tools, and Materials Utilization: ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
• Verbal Aptitude: ability to utilize a wide variety of reference, descriptive and/or advisory data and information.
• Mathematical Aptitude: ability to perform addition, subtraction, multiplication, and division; calculate decimals and percentages; utilize principles of fractions; interpret graphs.
• Functional Reasoning: ability to carry out instructions furnished in written, oral, or diagrammatic form; involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.
• Situational Reasoning: ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against measurable or verifiable criteria.

Physical Requirements

• Physical Ability: Tasks require the ability to exert moderate physical effort, though not constant physical effort, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12–50 pounds).
• Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, depth, and visual cues or signals. Some tasks require the ability to communicate orally.
• Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, temperature extremes, electric currents, or toxic agents/chemicals.