JOB DESCRIPTION

Job Title: Account Manager

Reporting To: Senior Account Manager

Responsible For: Nil

Contract: Full Time/37.5 hours per week

JOB FUNCTION

Primary responsibility is the management of the EC and Lease business portfolio to achieve corporate, regional, national and individual performance standards. The Account Manager is the primary contact and advocate between SOF, SOD and SOT field personnel on all aspects of the credit business including, business development, new product introduction, and the proper implementation of SOT/SOF’s Franchise collect system. The objectives are accomplished by building strong value added relationships with the SOT and SOD regional sales management team and the Franchise sales force, by promoting the use of credit programs by Snap-on franchisees and sales personnel, by selling program features and benefits, training, and other efforts, and by directing and coordinating collections on active receivable accounts, to resolve delinquency issues, retain customers, and minimize losses. In addition, the role of Account Manager is to direct and coordinate collections on bad debt accounts, counsel and advise SOT Field Management and franchisees on credit sales issues, collection issues, and customer credit concerns. The Account Manager will also have a responsibility to actively monitor Portfolio activity on a Regional/National level per SOF/SOCC policy.

DUTIES AND RESPONSIBILITIES

The main duties of the Account Manager are listed below but it is the nature of the job that each activity will have its own range of demands which he/she will be expected to meet. They will also be expected to perform any other duties to ensure the efficient running of their department or area.

DUTIES AND RESPONSIBILITIES

Manage the receivable/Control losses (approximately 70% of work time)

• Work directly with franchisees and SOT and SOD Field Management to control delinquency and net losses to corporate objectives to include debtor-direct calling

• Resolve customer delinquency problems so as to retain customers and achieve permanent corrective action

• Report and track net losses/delinquency to SOT sales management/SOF management

• Develop strong business relationships with SOT and SOD sales management and the regional franchise sales force so as to meet delinquency control and loss objectives

• Answer field and customer questions concerning the credit program and account status

• Educate franchisees on Snap-on’s Franchise Collect Program

• Work all Skip accounts to resolution

• Recommend legal action to SOF management and carry out all necessary court follow up action

• Submission of accounts to SOF management for write-off as necessary, adhering to corporate policy

• Ensure collection and repossession procedures adhere to corporate policy

• Determine and negotiate partial and extended payments

 Develop the Credit Business (approximately 20% of work time)

• Develop strong business relationships with Regional sales management and the Regional franchise sales force so as to achieve EC sales goals

• Promote Credit Sales programs to the field at every opportunity

• Attend monthly Field Group and Field Manager meetings

• Educate field sales personnel on program features and benefits

• Review, tracking and compliance of the franchise Platinum program

• Ride with franchisees and Field Managers as needed

• Maintain regular contact with all SOT Regional sales management and the Regional franchise sales force

• Handle franchise credit approval ‘appeals’ as needed

• Answer field and customer questions concerning the credit program and account status

Planning (approximately 10% of work time)

• Analysis of the business portfolio

• Formulating monthly action plans

• Provide SOF management with weekly forecasts

• Developing presentations for SOT Field group and Field Manager meetings

• Market analysis to target deficiencies in both the sales and control arenas

• Continually look for RCI opportunities and identify areas for personal development

• The role may require the incumbent to perform any other duties to ensure the efficient running of their department

PERSON SPECIFICATION

We are looking for someone who:

• Has 5 GCSE’s or O level equivalent or 2-4 years of directly related ‘collections’ experience in a Financial Services environment

• Has a professional telephone manner

• Has excellent computer skills and knowledge including Microsoft Office

• Is a strong written and verbal communication skills

• Is outgoing, positive attitudes and strong interpersonal skills

• Is able to demonstrate strong ability to work independently

• Has excellent organizational skills and the ability to manage multiple tasks

CORE COMPETENCIES AND BEHAVIOURS

In addition to their day to day role all Snap-on associates must work in an effective way and be able to demonstrate the following competencies which are fundamental to the successful running of their department/business unit.

Customer Focus / Service Excellence

This competency reflects the pursuit of the highest level of customer service

• Establishes and maintains effective relationships with customers at all times

• Consistently shows a passion for getting things done & meeting commitments to others

• Dedicated to meeting the expectations and requirements of internal and external customers

• Gets first hand customer information and uses it for improvements in products and services

• Effectively operates in line with governance guidelines

• Shows professional respect and courtesy to customers and colleagues

• Anticipates future customer needs and trends

• Focuses on identifying opportunities to benefit customers

• Talks and listens to customers to clarify their real needs and expectations

• Strives to resolve customer concerns

• Offers advice and guidance in responding to customer enquiries

Attention to Quality

• Understands and follows work procedures to achieve a high level of quality, productivity and/or service

• Understands the need for all activity to be ‘right first time’

Adaptability/Flexibility

• Takes an open minded approach to change. Supports change management and an open ideas environment

• Achieves desired results in the midst of changes in responsibilities, work processes, timeframes and performance expectations

• Willing to learn and develop new skills or behaviours

Contributing to Team Success

• Keeps in mind that success is defined by the success of the entire team

• Demonstrates cooperation and collaboration while participating in a group or team

• Establishes and maintains productive working relationships

• Demonstrates a personal commitment, both in thought and in action, to the success of the team

Communication & Influence

• Communicates effectively, both written and verbally

• Be able to affect change and influence work colleagues in a positive fashion

Continuous Improvement

• Contributes to Rapid Continuous Improvement (RCI)

• Initiates action to correct problems and notifies others of issues as appropriate