MH Account Representative
Description
The MH Bilingual Account Representative works in our Specialty Lending Group/Manufactured Housing Servicing Department to deliver prompt, accurate, courteous customer service via phone, fax, mail, or email. The Account Rep handles existing customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
Essential Duties and Responsibilities:
- Working with customers to bring their account up to date (accounts currently in collections).
- Provides excellent customer service by assisting customers with questions, complaints, and billing questions.
- Take inbound calls from customers and make outbound calls to customers. This position takes/makes about 80-140 calls a day.
- Documents all contacts, verifying customer contact information, reason for call, and resolution.
- De-escalate situations involving dissatisfied customers by helping and supporting the customer.
- Assists in the training of new employees.
- Works to achieve goals given every month.
- Responds and resolves customer service issues via telephone, fax and email.
- Assist other departments as needed with translating for customers.
- Comply with all internal and external regulations.
- Performs other duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- High School Diploma or GED equivalent
Skills and Abilities
- Bilingual - REQUIRED
- Proficient in Microsoft office suite
- Excellent written, oral, and reading communication skills
- Strong mathematical and analytical skills
- Average or above average typing skills
- Previous Collections experience a plus, but not required
- Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.
- Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.
- Understand and comply with bank policy, laws, regulations as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
Physical Requirements and Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Work Environment:
Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Work in well-lit, ventilated and climate-controlled retail branch banking environment with routine office equipment; some equipment has moving mechanical parts.
Noise level in the work environment is moderate and typical for an office environment.
All statements are intended to describe the general nature and levels of work assigned to the job and are not intended to be an exhaustive list of all responsibilities, duties and skills required for personnel classified within the category.
FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.