Demonstrate strong self-motivation and passion for learning various new payment solutions, and utilize advanced probing negotiation, and skills to understand customer situations and resolve delinquency.
Learn about new business concepts and new collection techniques or payment programs in a fast-paced environment to drive continuous business improvement.
Treat customers with respect and demonstrate sensitivity and compassion in difficult situations.
Lead conversations to choose among alternative courses of action to resolve delinquency issues and bring accounts back on track.
Show great sense of ownership, timeline and receptiveness to development feedback while following established procedures, policies, and planned schedule to drive the best results.
Demonstrate personal excellence including punctuality, integrity, and accountability.
Demonstrate a strong focus on key performance indicators (KPIs) to drive collection efficiency and achieve monthly targets.
Navigate multiple call center platforms while staying engaged with our customers on the phone, and handle the cases accurately.
Use strong attention to detail and a strong drive to follow up on unsolved cases.
Ensure compliance with applicable laws, rules, and regulations.
Adhere to internal policies by applying sound ethical judgment regarding personal behavior, conduct and business practices, while escalating, managing and reporting control issues with transparency.

High School diploma/GED required.
Must be willing to work in an environment that requires 100% phone-based customer interaction.
Minimum of one year of collection or customer service experience required, either by phone or in-person.
Proficiency with basic computer functions, including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment, is strongly preferred.
Internet access from home is required.
Ability to speak in Spanish, English, and Portuguese when discussing payment options with customers,

Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs.
Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment.

Collections Agent, Bilingual (Spanish, English)

Key skills