The Account Manager is responsible for contacting all customers whose Rental Agreements have expired and for working with them in whatever way feasible to maintain the account. This position, though requiring extensive telephone collection-type activity, is more a sales than collections job. The Account Manager’s priority is to resell the Rental Agreement and educate the customer rather than simply call to collect money.
Monitor successful implementation of daily contact programs: calls, texts, mail, etc.
Contact all customers whose Rental Agreements have expired for non-renewal and determine the customer needs, expectations or problems. This will most often be done by phone but may require going to a customer’s residence to either discuss an account or pick up the merchandise either at the customer’s request or as dictated by Company Policy (in accordance with Account Management Training).
Demonstrate diligence, urgency, impartiality and consistency regarding account management.
Contact references on all accounts that do not return calls.
Mail letters according to the mail program.
Recognize and create opportunities to renew customer agreements.
Schedule voluntary pick-ups of merchandise when the possibility of bringing a Rental Agreement current is not likely.
Handle field collections.
Ensure the store meets sales targets and goals.