Bilingual Spanish Call Center Rep - Quality Service Associate

Bilingual Spanish Call Center Rep - Quality Service Associate

** Please note, we are set up to hire employees in these states:
Alabama, Florida, Georgia, Missouri, North Carolina, South Carolina, North Dakota, Tennessee, Texas, Virginia, Upstate NY, Finger Lakes/Southern Tier, NY and Rochester & Buffalo, NY areas. This is a remote work opportunity.**

For 40 years, Con Serve has been a leading provider of accounts receivable management and collection services specializing in customized solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts.

We are based on the simple principle that helping people fulfill their obligations, in ways that preserve their dignity, enhances self-confidence and empowers them with a sense of control. At Con Serve, we call it Fostering Financial Freedom. We take great pride in being a team of the right people, doing the right thing, at the right time, the right way.

Why join us?

• Award-winning benefits packages
• Monthly bonus opportunity
• Flexible schedules
• Growth opportunities
• Repeatedly named one of the Best Places to Work in Collections
• Two-time recipient of the Better Business Bureau's Torch Award for Ethics

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* NET: 43-3011.00, 13-2071.00, 43-4051.00, 41-3031.02

Position Summary:

Our Bilingual Quality Service Associates manage and collect delinquent accounts. Our consultative approach helps identify the most suitable way to resolve a balance in the best interest of all parties. Due to the competitive nature of these contracts, it is imperative Con Serve locates experienced, professional individuals who are customer-focused, enthusiastic, detail-oriented and able to work in a fast-paced environment or remote work environment.

Essential Duties & Responsibilities:

• Obtain information from Consumers in order to determine current financial situation and determine solutions
• Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily
• Gather proper documentation from Consumers and maintain appropriate follow-up
• Meet daily, weekly and monthly goals as set by management at Con Serve
• Daily Productivity – Work a specified number of accounts/cases daily and maintain an acceptable volume of phone calls as assigned to the position by Management.
• Achieve a high level of customer satisfaction which is measured by compliments and a customer satisfaction survey provided to each consumer at the end of their call.
• Record Maintenance – proper management & updating of system to maximize contacts
• Skip‑Tracing – to assist in locating & contacting consumers and businesses
• Adherence to Con Serve's Blueprint Quality Management System, Code of Conduct, and Compliance Program

Non
- Essential Duties & Responsibilities:

• Other duties as assigned

Education Requirement:

• High School Diploma or GED
• Associates or Bachelor's Degree preferred

Skills/Requirements:

• The ability to work an 8 hour shift, Monday through Friday between the hours of 8:00 am EST and 9:00 pm EST.
• Fluent in conversational English and Spanish
• Ability to proficiently read and write in English
• Ability to proficiently read and write in Spanish is preferred.
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet
• Strong organizational and time management skills
• Attention to detail
• Ability to act independently to resolve problems
• Motivation to learn
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment
• Ability to obtain and maintain Government Security Clearance
• Ability to obtain and maintain State Collections Licensure
• U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States
• No conflicts of interest with Con Serve or our Clients

Physical Demands:

The physical demands described here are representative of those that must be met by an…