Operations Coordinator, Collections, Bilingual (Spanish-English)
M
Mission LaneConsumer finance
This is a remote position for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, and VA., Shift options are listed in Eastern Time.Full-TimeJunior
SalaryStarting hourly base pay range: $18.11 - $20.16
Apply NowOpens the employer's application page
Job Details
- Languages
- Strong verbal and written communication skills in both English and Spanish; bilingual professional fluency in English and Spanish.
- Experience
- 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar).
- Required Skills
- TableauCustomer serviceGoogle Workspace
Requirements
- Have 1+ year of experience in a phone-based, customer-facing role such as collections, customer service, or sales.
- Have strong verbal and written communication skills in both English and Spanish.
- Be able to consistently meet performance expectations in a metrics-driven environment.
- Be able to work a remote schedule and maintain an active presence in Collaboration Room AI throughout the shift, with the camera on outside breaks and lunch.
- Have reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.
- Have a private, quiet workspace.
- Preferred: direct experience in consumer debt resolution.
- Preferred: high school diploma or GED.
- Preferred: familiarity with contact center technology, such as dialers and case management tools.
- Preferred: comfort working with call center metrics.
- Preferred: professional fluency in English and Spanish.
- Preferred: proficiency with Mac OS, Google Workspace, Tableau, and Slack.
- Preferred: working knowledge of financial regulatory requirements such as FDCPA, TCPA, FCRA, BSA, SCRA, MLA, and UDAAP.
Responsibilities
- Speak with customers who have fallen behind on payments, understand their circumstances, and ask for the amount owed in full or through a workable payment plan.
- Work through customer pushback and objections while remaining patient and persistent.
- Follow established scripts, tools, and account guidelines to keep conversations consistent, professional, and compliant.
- Read conversations quickly and adjust the approach while keeping the payment request in view.
- Maintain accurate, timely records of each call and its outcome in company systems.
- Meet daily and weekly collections, call quality, and productivity targets.
- Apply coaching and feedback to subsequent calls.
- Escalate complex accounts, disputes, and technical issues to a manager for guidance.
- Stay actively engaged with the team in Collaboration Room AI throughout the shift.
View Full Description & ApplyYou'll be redirected to the employer's site
