Bilingual Collection Specialist; Hybrid - 1st shift

Position: Bilingual Collection Specialist (Hybrid) - 1st shift Direct Hire

Job Description

This is a hybrid role, preferably in office weekly 1 day, but will be ok if it is monthly or perhaps just Company meetings depending on their location and the right candidate.

Essential Duties and Responsibilities

• Handle outbound/inbound calls from customers who are 30-120+ days delinquent by setting up repayment arrangements or answering general questions regarding their loan.
• Handle large volumes of inbound and outbound calls.
• Use skip tracing and other methods to locate delinquent customers.
• Prepare and send correspondence to customers via email and text message.
• Use critical thinking skills to solve customer issues, suggest loan modifications to Collections Manager, and make recommendations for further action to mitigate loss to the company.
• Create account notes that are clear and concise.
• Work independently in a challenging environment to consistently meet collection quality and quantity goals.
• Team player / team oriented.
• Promoting positive involvement with staff/customers/dealers.
• Support and live out our Core Principles.
• Other miscellaneous duties as assigned.

Requirements and Qualifications

• Must be able to communicate effectively with customers both written and verbally in English and Spanish.
• Must be available between 8am-8pm CST, work two late nights up until 8pm CST, and up to two Saturdays per month (9am-12pm CST).
• Must have excellent phone etiquette and typing skills.
• Must have patience and the ability to stay calm in difficult situations.
• Must be detail oriented and learn new concepts quickly.
• Must be able to prioritize and make decisions.

EDUCATION AND/OR EXPERIENCE

Minimum of high school diploma or equivalent. 2+ years of collections experience, including assisting customers via phone. Previous call center experience is a plus.

COMPUTER SKILLS

Must be proficient in Microsoft Outlook; experience with a CRM program is desired although not necessary.

Language Skills

Ability to read and interpret documents such as customer correspondence, account logs and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customers and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems, involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls.

The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 50 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Work

Environment

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position.

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