Bilingual Centralized Servicing Specialist - San Antonio, TX

1st Franklin Financial Corporation•San Antonio, TX

20h•Onsite

About The Position

The Centralized Collections Specialist is responsible for managing past-due accounts in a call center environment, primarily through outbound and inbound calls. This role focuses on collecting payments, negotiating payment arrangements, and assisting customers in resolving delinquent accounts while maintaining a professional and customer-focused approach.

Requirements

High school diploma or equivalent
Serving our customers by working onsite at the Branch Office Support Center (BOSC) is an essential function of this job (working from home is not permitted under any circumstances)
Bilingual (Spanish/English)
1+ year of collections or call center experience, preferably in the financial services industry
Familiarity with collections software or CRM systems is a plus
Strong verbal communication and active listening skills
Ability to negotiate effectively while remaining empathetic and professional
Proficiency in using standard office and call center software (Microsoft Office, phone systems, etc.)
High attention to detail and ability to multitask in a fast-paced environment
Goal-oriented with a strong work ethic
Resilient and able to manage rejection professionally
Dependable and punctual with excellent time management skills
Ability to maintain confidential and personal information
Demonstrate the ability to analyze relevant information and apply individual judgement
Must possess a valid drivers' license and the ability to operate an automobile

Nice To Haves

Advanced educational degree or training
Bilingual English/Spanish
Some college or relevant training
Experience with centralized or multi-branch operational support

Responsibilities

Make outbound calls to customers with delinquent accounts to secure payment arrangements
Receive inbound calls and assist customers with resolving account issues related to overdue payments
Use company systems to locate account information, payment history, and contact details
Update customer account information to ensure accurate and status
Document all customers interactions, agreements, and account resolution
Provide clear explanations of account balances, due dates, and options resolving delinquencies
Assess customer financial situations and offer suitable payment options or arrangements
Work within company policies and guidelines to negotiate settlements or resolve accounts
Accurately process payments and provide customers with payment confirmations
Maintain a professional and empathetic approach with customer interactions
Manage sensitive customer data securely and maintain confidentiality
Collaborate closely with team members and supervisors to meet department goals
Share feedback and/or observations with management to enhance collections strategies