MH Bilingual Account Representative

FirstBank•Knoxville, TN

11d

About The Position

The MH Bilingual Account Representative works in our Specialty Lending Group/Manufactured Housing Servicing Department to deliver prompt, accurate, courteous customer service via phone, fax, mail, or email. The Bilingual Account Rep handles existing customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Requirements

High School Diploma or GED equivalent
Bilingual in Spanish required
Strong communication skills–written, verbal, and reading comprehension
Proficient in Microsoft Office (Excel, Word, Outlook)
Solid mathematical and analytical abilities
Accurate typing and data entry skills
Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.
Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.

Nice To Haves

Previous collections or customer service experience a plus

Responsibilities

Communicate with customers whose accounts are in collections to support payment resolution
Provide clear, empathetic, and professional support for billing inquiries and complaints
Handle a high volume of inbound and outbound calls (approximately 80–140 daily)
Document all customer interactions, including contact details, inquiry type, and resolution
De-escalate challenging situations with patience and problem-solving skills
Support onboarding and training of new team members
Meet monthly performance goals and service benchmarks
Collaborate with other departments to assist with customer translation needs
Ensure compliance with internal policies and external regulations
Perform additional duties as assigned to support team success