Bilingual Account Resolution Specialist

Full-time - Entry Level

Mobile, AL

Credit Intermediation and Related Activities

About the position

The position requires fluency in both English and Spanish. The primary responsibility is to contact customers who are delinquent on their loan payments to obtain payment, make payment arrangements, or establish a repayment plan. The role involves managing delinquency rates at a satisfactory percentage while maintaining positive customer relationships. Additionally, the position includes managing bankruptcy accounts to ensure compliance with federal bankruptcy laws and internal policies and procedures.

Responsibilities

• Reviews delinquent accounts daily.
• Communicates with delinquent borrowers to obtain late payments and discusses circumstances causing delinquent status.
• Determines solutions to resolve delinquent status and makes possible financial arrangements that would resolve temporary problems.
• Documents all collection actions taken in the system.
• Maintains positive relations with all customers, discussing sensitive personal circumstances in a frank yet tactful manner.
• Maintains control over delinquent accounts by maintaining a satisfactory percentage of past due accounts.
• Reports delinquency status to management on a regular basis.
• Handles repossessions and legality assignments on accounts.
• Maintains required tracking logs.
• Monitors all bankruptcy accounts from receipt of the notice to the discharge/dismissal of each case.
• Reviews "PACER" and Chapter 13 trustee websites to determine action needed.
• Files timely proof of claims and reaffirmations.
• Handles daily posting of trustee disbursements.
• Properly documents accounts as correspondence is received.
• Participates in and completes all required compliance training, including BSA/AML, as well as other internal and external training programs.
• Participates in training new teammates as needed.
• Performs other duties as assigned.

Requirements

• Must be fluent in both English and Spanish
• High School diploma or equivalent required; Bachelor's degree preferred.
• Minimum of two years' experience in collections, preferably in the finance industry.
• Knowledge of state and federal collection laws and regulations.
• Experience handling bankruptcies is strongly desired, including understanding of bankruptcy forms such as Proof of Claim and Reaffirmation Agreements.
• Excellent verbal and written communication skills.
• Strong problem solving and negotiation skills.
• Basic computer skills; proficient in Microsoft Office Suite products.
• Ability to work flexible hours, including Saturday, when needed.
• Ability to work cooperatively in a team environment.