Collections Specialist (Account Servicing Specialist I - Bilingual)

Overview

This role involves assessing past-due accounts and contacting customers to work toward resolution in accordance with company policy. The position also handles more complex account questions escalated from customer service and other representatives.

Responsibilities

• Make outbound calls to past-due customer accounts to resolve delinquency.
• Research and recognize delinquent or potentially delinquent accounts to determine the best resolution path and take responsibility for attempting account resolutions.
• Process payments by phone, including credit card transactions, using available resources to achieve one-call resolutions.
• Provide relief options to customers experiencing hardships in accordance with company policies and practices.
• Accurately relay information to customers regarding interest, statements, and other account questions.
• Assist with overflow calls, including disputes, recovery, first pay, and bankruptcy-related calls.
• Complete in-office and administrative tasks as needed.
• Identify unusual scenarios and information; ask appropriate follow-up questions using critical thinking and active listening skills.
• Document account notes properly in required areas following company processes and procedures.

Minimum Qualifications

• High school diploma.
• Minimum 1-year relevant applicable experience, preferably in customer service or collections.
• Strong computer skills, including Word, Excel, Internet, and email.
• Professional phone presence with excellent verbal and written communication skills.
• Strong persuasion and negotiation skills.
• Ability to handle stressful conversations with tact and diplomacy.
• Strong typing skills.
• Strong attention to detail.

Schedule Requirements

• Two evening shifts per week, 12pm–9pm CST and 10am–7pm CST.
• One Saturday shift every 5 weeks.

Compensation & Benefits

Pay Range

• USD $21.00 - USD $23.00 /Hr.

Available Benefits

• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid Sick and Volunteer Time Off.
• Paid Parental Leave Options.
• Employer Paid Life and Disability.
• Wellbeing on Demand Program.
• Flexible work environment with a casual dress code.

Employment status (full-time or part-time) may affect eligibility for certain benefits. Some benefits may become available only after a specified period of employment. Please refer to the Benefits page for details.

Location

• Office environment with significant time spent sitting, typing, and talking on the telephone.
• Remote work eligibility (if applicable): Remote employees must reside in one of the following states to be considered for any remote positions: AL, AR, AZ, CO, FL, GA, IL, IN, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, and WI.