Customer Service Representative 2 - Debt Recovery Agency

Cloudstaff; Bogotá ciudad; On-site; COP 101,927,000 - 165,631,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Flexible Work Options

Dream Points Program

Career Growth

Job summary

Cloudstaff is actively seeking a Customer Service Representative 2 for its Debt Recovery Agency. The role is based on-site with a night shift, focused on handling calls and resolving client payments in a fast-paced environment.

The ideal candidate has 3+ years of U.S.-based customer service experience, strong English, and excellent communication skills. Training and career growth opportunities are emphasized.

Qualifications

• Minimum of three years of customer service experience handling inbound and outbound calls for a U.S.-based company.
• Fluency in English is required.
• Typing speed of at least 40+ words per minute.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and organizational skills.
• Ability to multitask and remain professional in a fast-paced environment.
• Empathetic and patient when assisting clients with sensitive financial matters.
• Self-motivated, dependable, and able to take ownership of assigned responsibilities.

Responsibilities

• Handle inbound and outbound calls for debt resolution program.
• Provide updates on clients’ programs and account status.
• Make outbound calls to resolve tasks and follow up.
• Assist clients with scheduling and rescheduling payments.
• Obtain client approvals for settlements.
• Document interactions in the CRM.
• Collaborate with team to resolve requests.
• Follow policies, regulatory requirements, and quality standards.
• Participate in ongoing training.

Skills

Customer service

English fluency

Typing 40 WPM

Communication skills

Multitasking

Empathy

Education

High school diploma or equivalent

Tools

Salesforce

Job description

We’re Hiring: Customer Service Representative 2 - Debt Recovery Agency

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Customer Service Representative 2 - Debt Recovery Agency to join our team at Cloudstaff, the #1 workplace everywhere!

Role

Customer Service Representative 2 - Debt Recovery Agency

Work Arrangement

Work from Office

Schedule

Night Shift

Key Responsibilities

• Handle inbound and outbound calls with clients enrolled in our debt resolution program.
• Provide accurate and timely updates regarding clients’ programs and account status.
• Make outbound calls to resolve customer service tasks and follow up on outstanding requests.
• Assist clients with scheduling and rescheduling payments.
• Obtain client approvals for settlement agreements.
• Respond promptly and professionally to service voicemails, emails, and text messages.
• Address client questions and concerns with empathy and professionalism.
• Accurately document all client interactions, updates, and actions taken in the CRM.
• Update client accounts as needed.
• Collaborate with team members and other departments to resolve client requests efficiently.
• Follow all company policies, regulatory requirements, quality standards, and established performance expectations.
• Participate in ongoing training to remain informed about industry requirements and company procedures.

Qualifications and requirements:

• Minimum of three years of customer service experience handling both inbound and outbound calls for a U.S.-based company.
• Fluency in English is required.
• Typing speed of at least 40+ words per minute.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and organizational skills.
• Ability to multitask and remain professional in a fast-paced environment.
• Empathetic and patient when assisting clients with sensitive financial matters.
• Self-motivated, dependable, and able to take ownership of assigned responsibilities.
• Positive, enthusiastic attitude and dependable work ethic. Ability to work effectively independently and in a team-oriented environment.

Nice-to-Have Skills and Experience

• Prior experience using Salesforce or another CRM.
• Experience in debt resolution, debt settlement, collections, banking, finance, or mortgage services.
• Knowledge of debt collection or debt resolution regulations.

Education

• High school diploma or equivalent preferred.

Schedule and Work Location

• Monday through Friday, 8:00 AM–5:00 PM PST.
• Onsite/in-office position.

Non-negotiable skills and requirements:

• Typing speed 35-40+ words per minute
• Being able to hable escalations from clients
• High school diploma or equivalent (Bachelor's degree preferred).
• Previous customer service experience, preferably in a call center or debt recovery environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and negotiation abilities.
• Empathetic and patient demeanor when dealing with sensitive financial matters.
• Ability to work well in a team-oriented environment.
• Proficient computer skills and familiarity with CRM software.
• Knowledge of debt collection laws and regulations is a plus.

Schedule:

• Monday - Friday (8:00 AM - 5:00 PM Pacific Time)
• In Office

Education:

• High school or equivalent (Preferred)

As part of your contract, we ensure all legally mandated benefits are covered—because your well-being is our priority! Here's what you can count on:

• Health Insurance (EPS)
• Pension Coverage
• Family Compensation Fund (CCF)
• Occupational Risk Insurance (ARL)

Exclusive Perks That Go Beyond

We believe in giving more than just the basics. With us, you’ll enjoy:

• Premium Health Insurance (Prepagada)
• Life Insurance, starting from your 16th day with us.
• Flexible Work Setup options—Hybrid, On-site, or Remote. (This can change according to the role you are applying to)
• Access to the CloudStaff Dream Points Program.
• Exciting Growth Opportunities to fuel your career aspirations

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We are committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.