Operations Coordinator, Collections, Bilingual (English/Spanish)

1+ year(s) of professional experience in a customer-focused, solutions-oriented role Demonstrated negotiation and influence skills Fluency in both English & Spanish, with exceptional verbal and written communication skills Problem solving skills Composure when handling challenging conversations and the ability to de-escalate Ability to balance empathy and persuasion Tech-savvy, with the ability to quickly learn new software and systems A growth mindset, open to feedback and continuous improvement Direct experience in consumer debt resolution (preferred) Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk) (preferred) Proficiency with Mac OS, Google Workspace, Tableau, and Slack (preferred) Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA. FCRA, BSA, SCRA, MLA, UDAAP) (preferred)

Professionally engage with customers over the phone regarding past due payments. Leverage multiple software systems and technologies to manage customer accounts and document interactions. Approach customers with dignity and respect, identifying reasons for account delinquency. Negotiate and problem-solve to secure mutually beneficial repayment solutions. Maintain adherence to company policy, procedures, and regulatory requirements while delivering high-quality customer service.