Bilingual Processing Agent

Company: Blue Line Solutions, LLC
Location: Chattanooga, TN

Blue Line Solutions is a mission-driven public safety technology company founded by law enforcement professionals to make communities safer through innovative traffic enforcement and intelligence solutions. We partner with law enforcement agencies across the country to improve roadway safety, support community initiatives, and provide exceptional service to our customers and agency partners.

Our core values include Integrity, Attitude, Accountability, Diligence, Perseverance, and Discipline.

The Bilingual Processing Agent serves as a critical link between Blue Line Solutions, law enforcement agencies, and the public. This position is responsible for processing citations, handling inbound and outbound customer calls, collecting citation payments, answering inquiries, and providing exceptional customer service while maintaining accuracy, professionalism, and confidentiality.

This role requires employees to balance phone responsibilities and citation processing duties throughout the workday while meeting established quality, productivity, attendance, and customer service expectations.

The ideal candidate is fluent in both English and Spanish and can effectively communicate with customers while providing a positive and professional customer experience.

• Handle inbound and outbound phone calls regarding citations, payments, court information, address updates, and general inquiries.
• Provide professional, courteous, and accurate information to members of the public in both English and Spanish.
• Assist Spanish-speaking customers by explaining citation information, payment options, court information, and company processes.
• De‑escalate difficult conversations while maintaining professionalism and empathy.
• Process citation payments received by phone.
• Document customer interactions accurately within company systems.
• Maintain confidentiality while handling sensitive customer information.

• Process citations accurately and efficiently using company software and systems.
• Review records for completeness and accuracy.
• Process address updates, payments, correspondence, and related documentation.
• Maintain quality standards while meeting productivity expectations.
• Ensure confidential information is handled appropriately.

• Communicate professionally with law enforcement agencies, Chiefs of Police, government officials, and internal team members.
• Provide bilingual support as needed for customer interactions and departmental operations.
• Assist with special projects and operational initiatives as assigned.
• Support Mail Room operations and other departmental functions as needed.
• Participate in training, meetings, and continuous improvement initiatives.

Employees in this position are expected to:

• Maintain established department standards for productivity, quality, attendance, and customer service.
• Successfully perform both phone-related duties and citation-processing responsibilities.
• Meet department performance metrics as established and communicated by management.
• Maintain regular and reliable attendance.
• Demonstrate professionalism and responsiveness when interacting with customers, agencies, and coworkers.
• Adapt to changing workloads, priorities, and operational needs.

Examples of performance metrics may include productivity, quality, phone availability, call handling expectations, attendance, and overall contribution to departmental goals.

• Standard hours are generally Monday through Friday, 8:30 a.m. – 5:00 p.m.
• Additional hours may occasionally be required based on business needs.
• Work assignments may vary throughout the day based on operational demands.

To perform the essential functions of this position, employees must be able to:

• Use a computer, keyboard, mouse, telephone, headset, and multiple monitors throughout the workday.
• View and interpret information displayed on computer screens.
• Communicate effectively by telephone and electronic means in both English and Spanish.
• Sit, stand,…