Bilingual Customer Solutions Professional - Mortgage Collections

Real Time Resolutions • Dallas, TX

2d • Hybrid

About The Position

A Customer Solutions Professional (CSP) plays a pivotal role in the consumer collections department and is responsible for driving revenue and meeting monthly collection goals by contacting customers, including Spanish-speaking individuals, to discuss their account status, and negotiate optimal payment arrangements on behalf of our clients. Essential Functions Communicate fluently and professionally with Spanish-speaking customers, providing accurate translations and culturally sensitive solutions that align with company practices. Monitor assigned queues and follow up accordingly. Deliver an exceptional customer experience through empathetic and solution-oriented interactions. Review ongoing workout plans with customers, evaluate their needs & issues and counsel them appropriately. Analyze credit reports, loan histories, personal records & assets and make recommendations to managers. Ensure compliance with federal, state & local regulations pertaining to collections and bankruptcy practices. Document customer interactions thoroughly and accurately within RTR’s collections system.

Requirements

• Bilingual fluency in English and Spanish is required. Must be able to read, write, and speak Spanish at a professional level.
• Bachelor’s degree in relevant field or equivalent related work experience is required.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong negotiation and persuasive selling skills required.
• Goal-oriented with a drive to achieve results.
• Self-motivated with strong attention to details.
• Ability to multi-task and produce high quality work in a fast-paced environment.
• Ability to engage effectively with Spanish-speaking customers to facilitate understanding and resolve account issues.
• Articulate and professional in all communications in English and Spanish.

Nice To Haves

• Prior experience in collections a plus.
• Proven track record as a top performer.

Responsibilities

• Communicate fluently and professionally with Spanish-speaking customers, providing accurate translations and culturally sensitive solutions that align with company practices.
• Monitor assigned queues and follow up accordingly.
• Deliver an exceptional customer experience through empathetic and solution-oriented interactions.
• Review ongoing workout plans with customers, evaluate their needs & issues and counsel them appropriately.
• Analyze credit reports, loan histories, personal records & assets and make recommendations to managers.
• Ensure compliance with federal, state & local regulations pertaining to collections and bankruptcy practices.
• Document customer interactions thoroughly and accurately within RTR’s collections system.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level