Job Overview
This remote role involves collecting debt on company loans through outbound and inbound telephone calls in both Spanish and English, with the goal of scheduling payments on delinquent accounts. The position requires working evenings and weekends, includes team meetings via MS Teams, and offers hourly compensation plus a commission program after training.
Responsibilities
- 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.
Qualifications
- Bilingual proficiency in Spanish and English for customer interactions.
- Ability to adapt to various situations and arrive at effective solutions.
- Handles unexpected changes in work, deadlines, or strategy positively.
- Maintains accuracy in compiling information and reporting, paying close attention to detail.
- Acts in accordance with and promotes the organization’s business rules, supporting all rules and regulations surrounding collections.
- Demonstrates high reliability and dependability, fulfilling commitments to internal and external stakeholders.
- Able to empathize with customers, understanding their situation, perceptions, and feelings.
- Versatile and able to handle multiple tasks, open to changes in procedures and technology.
- Understands the importance of goals and uses them as a guiding factor in achieving results.
- Strong problem-solving skills, proactive in addressing issues with urgency.
- Confident in facing difficult conversations and situations, recovering quickly without losing confidence.
