Role Overview
Bilingual Collections Agents handle inbound and outbound customer calls related to personal loan accounts. Agents assist customers experiencing financial hardship, discuss payment obligations, negotiate appropriate resolutions, and accurately document customer interactions. The ideal candidate is confident, empathetic, assertive, professional, and comfortable handling difficult conversations by phone.

Candidate Profile

• Fluent in English and Spanish, with strong verbal communication in both languages.

• Clear, confident, and professional phone communication.

• Strong active listening and probing/questioning skills.

• Comfortable having difficult conversations and maintaining call control.

• Assertive without being confrontational.

• Strong negotiation and problem-solving abilities.

• Able to de-escalate upset or frustrated customers.

• Empathetic and customer-focused while remaining focused on payment resolution.

• Coachable, adaptable, and willing to receive and apply feedback.

• Strong attention to detail and accurate documentation skills.

• Comfortable working in a fast-paced, target-driven contact center environment.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.

• Assist customers with personal loan accounts.

• Work with customers experiencing financial hardship using empathy and active listening.

• Identify customer circumstances and work toward appropriate payment resolutions.

• Negotiate payment arrangements and establish clear next steps.

• Use effective de-escalation and call-control techniques.

• Accurately document customer interactions, commitments, and relevant account information.

• Maintain professional phone etiquette and a solution-oriented approach.