Description
Position Summary: The MH 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.
Job 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:
Education and/or Experience:

• High School Diploma or GED equivalent

Skills and Abilities

• Bilingual preferred, but not 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

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.