Job Description
Job Title: Bilingual Collections Specialist
Department: Operations
Reports To: Recovery Supervisor
Position location: This is a remote position; however, candidates must reside in KS, MO, or OK in order to be considered
We are currently seeking a Bilingual Collections Specialists to join our dynamic team! These individuals are responsible for collecting debt on previously issued company loans by making outbound, and receiving inbound, telephone calls with the objective of scheduling payments on delinquent accounts. Calls will be in both Spanish and English. Our Collection Specialists work remotely in specific locations as noted above, however attend team meetings via MS Teams and meet with their Team Leads/Supervisors on a routine basis. We are looking to add Collections Specialists who desire to work evenings and weekends with a shift differential for those hours. We require professional treatment of our customers without exception. All Collection Specialists are compensated hourly and after an initial training process participate in a generous commission program that is paid monthly. All positions hired for at this time will require either a Saturday or a Sunday work schedule.
Some of the Essential Duties and Responsibilities for Collections Specialist role include the following:
- Monitor overdue accounts as assigned by supervisor.
- Record information about the financial status of customers and status of collection efforts.
- Locate and notify customers by telephone on delinquent and charged-off accounts.
- Adhere to a structured waterfall of settlement options while negotiating within that approval matrix.
- Confer with customers by telephone to determine reasons for overdue payments and to review the terms of the original loan.
- Advise customers of necessary actions and strategies for debt repayment.
- Perform various administrative functions for assigned accounts, such as recording address and phone number changes and other detailed notes regarding account details
- Persuade customers to pay amounts due and establish repayment schedules, based on customer’s financial situations.
- Scan and update documents into operating system as needed.
- Review emails and forward all documents to the appropriate departments and/or personnel.
- Adhere to established KPIs.
To perform the Collections Specialist role successfully, an individual should demonstrate the following competencies:
- Have an understanding that there can be a variety of options to deal with specific situations and must be able to adapt as needed to arrive at effective solutions.
- Have the ability to deal with unexpected changes in work, deadlines or strategy in a positive manner.
- Maintains Accuracy in compiling information and in reporting Pays close attention to detail to avoid errors or mistakes.
- Acts in accordance with and promotes the organization's business rules. Supports and follows all rules and regulations surrounding Collections.
- Demonstrates a high level of reliability and dependability in all aspects of the job. Ful?lls all commitments made to both internal and external stakeholders. This includes showing consistency and follow through in one’s work.
- Able to accurately put yourself “in someone else's shoes” – to understand their situation, perceptions and feelings from their point of view.
- Can be versatile and able to handle multiple tasks. Demonstrates openness to changes in procedures and technology. Willing to try new things in order to be successful.
- Understands the importance of goals and uses goals as the guiding factor in achieving results.
- Has the ability to Problem Solve. Actively works through issues to ?nd the best possible solution. Is proactive in bringing problems forward as they occur. Has a strong sense of urgency about solving problems.
- Shows ability to face dif?cult conversations and situations with con?dence. Able to withstand and recover quickly from dif?cult situations without losing con?dence in themselves, treats customers, no matter how challenging with respect.
Education and experience:
· High school diploma or general education degree (GED)
· One year of previous collections experience required
· Bilingual English/Spanish
This is a LIMITED remote work position. You must live in KS, MO, or OK to be considered for this role. Candidates from other locations will not be considered. No relocation provided. You will be on the phone throughout the day and will need a quiet place, free of interruptions and noise to successfully execute your job duties.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All necessary computer equipment is provided by the Company
Candidates who agree to evening and weekend work will be paid a shift differential during those hours
Note: This job description is intended to provide a general overview of the position and does not encompass all responsibilities and qualifications. Duties and responsibilities may change based on organizational needs.