Bilingual Collections Agent

Summary

As a Collections Agent, reporting to the Collections Manager, you will play a critical role in delivering exceptional customer service while managing overdue accounts.

Essential Job Functions

• Proactively contact customers in arrears via inbound and outbound calls to discuss payment options.
• Adhere to all regulatory and company policies at all times.
• Maintain a professional, empathetic, and consistent level of service to enhance customer experience.
• Meet and exceed revenue collection goals and call objectives.
• Educate customers on available payment solutions and negotiate suitable repayment arrangements.
• Update customer records efficiently and accurately to reflect all interactions and agreements.
• Address and resolve customer concerns effectively, ensuring appropriate follow-up and communication.
• Explain lease agreements clearly to assist customers in understanding their obligations.
• Handle resistant customers with professionalism, tact, and persistence.
• Assess customer circumstances and determine appropriate actions when negotiating payments.
• Complete necessary administrative tasks to ensure efficient departmental operations.
• Follow strict company procedures to ensure compliance and operational efficiency.
• Other duties assigned by leadership.

Competencies

• Ability to work independently, manage time effectively, and prioritize workload.
• Strong negotiation skills with the ability to influence customer decisions while remaining professional.
• Demonstrates tact, resilience, and the ability to handle sensitive conversations with care.
• Capable of building rapport and relating to individuals from diverse backgrounds.
• Accurate typing speed of 45 words per minute with attention to detail.
• Thrives in a fast-paced, dynamic environment and embraces change.
• Excellent verbal and written communication skills for engaging with customers via phone and email.

Education/Experience

• High School diploma or GED required.
• Minimum of two years in customer service.
• Familiarity with billing and collections procedures.
• Proficiency in Google Workspace preferred; experience with Salesforce is a plus.
• Bilingual in Spanish preferred.
• Excellent written and verbal communication skills required.
• Strong customer service skills and experience are essential.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement