Customer Service Agent | Collections Specialist

North American Production Sharing de México, S.A. de C.V.; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading financial services firm in Tijuana is seeking a Bilingual Call Center Collections Specialist to manage a portfolio of auto loans. This role emphasizes customer engagement, offering payment solutions, and ensuring compliance with regulations. Ideal candidates are fluent in Spanish and English, have call center experience, and demonstrate strong computer and communication skills. This position starts on September 22 and offers a dynamic team environment.

Formación

• Minimum 6 months of call center experience in collections or customer service.
• Excellent communication, active listening, and problem-solving skills.
• Ability to adapt to changing processes and work in a fast-paced environment.

Responsabilidades

• Contact borrowers to resolve past-due accounts with empathy and professionalism.
• Offer tailored solutions such as forbearance or modified payment plans.
• Maintain accurate and up-to-date borrower records in internal systems.

Conocimientos

Fluent in Spanish

Fluent in English

Strong communication skills

Active listening skills

Problem-solving skills

Educación

High School Diploma or equivalent

Herramientas

Microsoft Office

NLS (Nortridge Loan System)

Outlook

Teams

Excel

Descripción del empleo

We are seeking a Bilingual Call Center Collections Specialist to join our dynamic team starting September 22. You’ll be responsible for managing a high-volume portfolio of auto loans, primarily serving clients in the U.S.-Mexico border region. This is a soft collections role focused on customer engagement, payment solutions, and credit protection.

You’ll work with a supportive team using tools like NLS (Nortridge Loan System), NICE, CS1 Expert, Outlook, Teams, and Excel to deliver a best-in-class experience while helping clients stay on track with their payments.

Key Responsibilities

• Contact borrowers to resolve past-due accounts with empathy and professionalism.
• Offer tailored solutions such as forbearance, deferments, or modified payment plans.
• Maintain accurate and up-to-date borrower records in NLS and internal systems.
• Meet and exceed performance metrics (e.g., QA, PTP/hour, conversion rate).
• Protect consumer data and comply with all regulatory and internal standards.
• Collaborate with internal teams and elevate issues when necessary.
• Handle sensitive situations with discretion and care.

Preferred Experience

• Familiarity with auto, truck, boat, or motorcycle loans.

Requirements

• High School Diploma or equivalent.
• Minimum 6 months of call center experience in collections or customer service.
• Fluent in Spanish and English (written and spoken).
• Strong computer skills (35 WPM, Microsoft Office, internet browsers).
• Excellent communication, active listening, and problem-solving skills.
• Ability to adapt to changing processes and work in a fast-paced environment.
• Team-oriented with a customer-first mindset.