Bilingual Collections Specialist I, Customer Care

Resurgent Capital Services•Greenville, SC

2d•Onsite

About The Position

Resurgent Capital Services is hiring a Bilingual Collections Specialist I for its Customer Care team. The specialist assists account owners and authorized individuals by responding to account-related inquiries, providing accurate information, and determining appropriate resolutions. The role involves inbound and outbound calls, collecting and documenting account information, investigating account histories and records, negotiating payment arrangements, and collecting payments when applicable. Specialists must maintain accurate system records, follow applicable federal, state, and company compliance requirements—including FDCPA regulations—and meet established productivity, quality, and efficiency standards. The position requires professionalism, objectivity, and empathy when handling sensitive or emotional conversations. This is a full-time, 40-hour-per-week role with a stable shift schedule. Contact center operating hours are Monday through Thursday, 8:00 a.m. to 9:00 p.m.; Friday, 8:00 a.m. to 7:00 p.m.; and Saturday and Sunday, 9:00 a.m. to 5:00 p.m. Current schedules include weekday and weekend shifts, with specific days off varying by schedule. Shifts that include Mondays, Saturdays, and Sundays qualify for premium pay. Hourly pay is $20.00–$21.00 based on experience, with monthly collections incentives and uncapped earning potential.

Requirements

Bilingual ability is required.
High school diploma or GED is required.
Strong verbal and written communication skills.
Ability to remain calm, professional, and empathetic during challenging interactions.
Strong problem-solving, investigation, and analytical abilities.
Ability to quickly learn and apply account and regulatory knowledge.
High attention to detail and excellent documentation practices.
Ability to work independently with minimal supervision.
Flexibility with job functions and scheduling.
Strong integrity, work ethic, and commitment to confidentiality.
Computer proficiency, including Microsoft Office and the ability to navigate multiple systems simultaneously.
Efficient and accurate data entry and typing skills.
Must become company-certified in FDCPA compliance.

Nice To Haves

Call center, customer service, collections, sales, telemarketing, or financial services experience is preferred but not required.
Payment negotiation experience is preferred but not required.

Responsibilities

Assist account owners or authorized individuals by providing accurate, timely information and resolving account-related inquiries.
Collect, document, and update account information during phone interactions.
Negotiate payment arrangements and collect payments when applicable.
Investigate account history, conversations, and documentation to determine appropriate resolutions.
Apply appropriate solutions, including status updates, call routing, documentation, and follow-up actions.
Maintain accurate and complete system records through thorough documentation and updates.
Comply with federal, state, and company requirements, including FDCPA regulations.
Contact consumers through inbound and outbound calls, including use of manual and auto dialers.
Maintain established productivity, efficiency, and quality performance levels.
Meet or exceed Quality Assurance and Internal Quality standards, with a minimum expectation of 97% across applicable audits and measures.
Manage sensitive or emotional conversations with professionalism, objectivity, and empathy.
Perform administrative and other duties assigned by management.