Bilingual Collections Specialist

North Mill Equipment Fi• US,

7d•$40,000 - $50,000•Remote

About The Position

The Collections Department is responsible for working with clients who have become delinquent. The role involves contacting customers, identifying the reasons as to why they have fallen delinquent and coordinating a repayment plan that will either return them to a non-delinquent status or prevent them from defaulting. In the event of a default, Collections is also responsible for communicating with 3rd party collections agencies and attorneys as we manage our portfolio of advanced delinquent accounts. This position requires professional fluency in both English and Spanish. The candidate must be able to communicate effectively with Spanish-speaking clients via phone, email, and text.

Requirements

5+ years collections experience, preferably in commercial or consumer lending (MCA and Loan product experience preferred)
Bilingual (English/Spanish) required – must be able to speak, read, and write fluently in both languages, including professional-level communication and negotiation
Well organized – capable of handling multiple tasks while setting priorities and addressing issues in proper order
Resourceful – passion for problem-solving and proven ability to leverage available resources to gather client information for recovery efforts
Possess an “Investigative Mindset” – ability to analyze various types of information and draw logical conclusions
Strong verbal and written communication skills (in both English and Spanish)
Flexible – able to adapt to new procedures and processes
Team Oriented – able to collaborate across Collections and other departments (Underwriting, Sales, Account Management, etc.)
Advanced computer and data entry skills (Word, Excel, Outlook, Internet); system efficiency is critical.

Nice To Haves

Bachelor’s degree is preferred but will consider associate or equivalent work experience
Knowledge of HubSpot is a plus
Compassionate Engagement – ability to approach clients with the intent to help resolve issues within policy and contractual obligations
Ability to maintain a calm disposition when working through challenging situations
Results Oriented – driven to achieve goals and produce outcomes
Self-driven – able to work with minimal supervision while meeting KPI expectations
Good listening and negotiation skills
Willingness to learn and adapt to changes
Ability to effectively communicate, build rapport, and support a diverse, Spanish-speaking customer base

Responsibilities

Call, Email, and Text delinquent customer accounts
Respond to customer questions regarding account status, invoicing, and payment information
Proactively contact customers and resolve issues on payment defaults
Document all calls and follow-ups
Obtain promise to pay from customers for up-to-date payment
Skiptrace when required
Early payment default research and resolution
Reconciliations of cash application with customer
Process customers request for Buy-Outs
Properly work a minimum of fifty (50+) accounts per day (50–100+ phone calls) per current company policy standards
Negotiate and process payment plans using department policy and available tools
Review accounts with management for possible hardships, account adjustments
Communicate with both English and Spanish-speaking customers regarding account status, payments, and repayment plans