Recovery Account Manager

The Recovery Account Manager is primarily responsible for the assignment and follow-up of charged-off accounts to the outside Attorney Network. Prepare legal documents to assist the Attorney in the legal process of obtaining judgment followed by garnishment. Perform skip-tracing as needed to assure proper service and employment for the garnishment. They should do this while representing C&F Finance Company in a professional and positive manner and ensuring that all applicable laws and regulations are complied with.

• Actively pursue a team environment focused on the achievement of goals, high quality standards and high performance set by the company and department.
• Assist in training and development of new team members.
• Support company and department initiatives.
• Be motivated for the successful accomplishment of the assigned team’s quality standards and goals.
• Contact customers by phone and letter regarding payment on accounts.        
• Understand and effectively apply C&F Finance Company’s collection philosophy as reflected in the Collections Manual.
• Demonstrate complete knowledge and successfully passing the annual testing of Collections Manual policies and procedures.
• Review all charge offs and determine best collection action to follow.
• Demonstrate knowledge of FDCPA and related laws in all states that C&F does business in and be able to apply it successfully.
• Call customers on delinquent accounts and secure “Promise to Pay” or payment on the account to keep the account current.
• Follow daily work structure and clearing of SCBL.
• Send settlement and payment letters and follow up on responses received.
• Refer accounts for legal action or collection agencies accordingly.
• Perform skip-tracing tasks in order to make contact with our customer or locate assets.
• Read, interpret and apply laws, rules, regulations, policies and or procedures.
• Process check by phone and or ACH requests accurately.
• Locate unrecovered vehicles by utilizing optimum skip tracing techniques.
• Locate assets for legal procedures.
• Assign qualified charged-off accounts to appropriate Attorney for legal action.
• Send Attorney packet with all relative information needed to file suit.      
• Arrange for a witness as needed.
• Follow up with assigned attorneys for updates and status reports to determine the next course of action.
• Act as a liaison between out of state Attorney’s and C&F.
• Follow-up on court cases via the internet, attorney, or calling the appropriate court
• (Garnishments only- Back up for Legal Admin).
• Make recommendations to litigate as needed.
• Meet monthly individual goals as set by the Department Manager.
• Handle judgment received from the Recovery Legal Admin.
• Perform weekly filing.
• Follow daily work structure.
• Properly document all conversations with the customer in the Megasys system.
• Follow up on promises to pay and properly document in system.
• Maintain and update account information: changes to name, address, phone #, etc.
• Stayed logged into Finesse and handle all incoming calls.
• Understanding of all audits and reviews to correct deficiencies or to apply changes or recommendations.
• Knowledge, understanding and compliance with all applicable Federal, State, and Local laws and regulations that regulate the collection and finance industry.
• Knowledge, understanding and compliance with C&F policies and procedures.
• Perform other duties as assigned.
• Must be able to work a flexible schedule to include rotating weeknights, weekends, and holidays as business dictates.
• Must be able to follow the attendance requirements for the position.

Knowledge:  

One to two years of previous collections experience in banking, auto collections and special finance required. Experience and a level of proficiency with Microsoft Office (Outlook, Word, Excel and Power Point) required. Proficient computer skills and typing skills.

Skills:            

Excellent communication, interpersonal, organizational, and PC skills are required. Strong intuitive, analytical, problem solving and organizational skills are essential. Must possess a strong attention to detail. Highly motivated. Excellent phone skills. Excellent oral and written communications skills. Individual must be a team player who works cooperatively with peers, employees, managers and other departments, along with external customers such as third party agencies, customers, employers, customer’s family members, court representatives and attorneys. Proficient in the navigation through Megasys.

Abilities:        

Able to communicate effectively with people at all levels. Must be an excellent listener. Able to work independently. Able to understand the auto loan industry processes and regulations. Able to multi-task and work in a fast-paced environment with deadlines and performance standards. Able to present accurate mathematical calculations. Thorough understanding of cure process and laws in various states. Knowledge of Bankruptcy laws. Ability to maintain the highest level of confidentiality. Ability to master navigating through companies’ computer operating applications.

Education:    

High School Diploma required. College level courses in business preferred. AIB courses in banking and credit, as well as, collection law are preferred. Without a degree equivalent relevant work experience will be considered.

Success Metrics

The individual’s success will be measured based on their ability to successfully complete the essential duties and responsibilities enumerated above. Other measures of success include: teamwork (ability and willingness to work with other team members for the success of the department and for the growth of the individual), delinquency for your team and the department, composition of delinquency for your team and the department (10-30, 31-60, 61-90, 91+), net repossessions, and chargebacks, and related team goals. Specific monthly and year-end goals will be provided by the Collection Supervisor/Manager and/or Senior Management.

Physical Demands

Employee may experience the following physical demands for extended periods of time: view computer monitor, keyboarding, talking on the phone, sitting, filing motion fingers/hands/wrists, lifting boxes no heavier than 30 pounds and standing/walking.

Work Environment

Work is performed in an operational office environment.

Equal Employment Opportunity Statement

C&F Finance Company is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training. EOE/M/F/Disability/Veterans