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Bilingual Collector
2 months ago
The Bilingual Collector is a key member of our team, responsible for providing exceptional service to our customers who have questions or require assistance with their accounts. This role involves building relationships with our clients' customers, working directly with them via inbound and outbound phone contact and written correspondence.
Responsibilities- Provide exceptional service to customers who have questions or require assistance with their accounts.
- Build relationships with our clients' customers, working directly with them via inbound and outbound phone contact and written correspondence.
- Complete outbound calls to support the goal of rectifying delinquency by securing payment to bring accounts to current.
- Confirm and update account information.
- Secure a Promise to Pay and track to a 'closed' promise (payment received).
- Secure new online enrollment and/or mobile app download.
- Secure new ACH (recurring payment) enrollment.
- Update accounts into an eligible forbearance when all other options for payment have been exhausted.
- Support inbound customer service interactions.
- Document all activities transacted with/on customers/accounts using the systems platforms provided by management.
- Process servicing transactions including payments, postponements, and other account status changes.
- Effectively resolve customer complaints with a sense of urgency by completing the appropriate documentation and reporting.
- Engage, interact, and collaborate with our operations team members throughout the mid to late-stage collections and claim charge-off stages.
- Ensure full compliance with consumer lending regulations, established procedures, and policies of The Goal Family of Companies.
- Represent and communicate the mission and values of The Goal Family of Companies.
- Act as a total team player.
- Perform ad-hoc assignments, duties, and contributing to special projects as assigned.
- Speak fluent English and Spanish (a fluency test will be administered).
- BS/BA or equivalent work experience.
- 1-5 years of experience in a collections and/or outbound customer outreach role.
- Regular and reliable attendance.
- Demonstrated ability to communicate effectively in written, verbal, and interpersonal interactions.
- Self-motivated with a high level of initiative and accountability able to work in a less structured environment.
- Demonstrated ability to be flexible and adjust to changing responsibilities on any given day.
- Demonstrated ability to manage assigned tasks, prioritize work, and meet deadlines.
- Strong desire to succeed and possess a positive work attitude.
- Comfortable with a dynamic, ever-changing work environment.
- Willing and able to work a varied schedule with flexible hours.
- Proven organization ability and solid attention to detail.
- Proficiency in Microsoft Office Software and web-based applications.
- Ability to perform the essential functions of the position with or without accommodations.
