Bilingual Debt Recovery Specialist

PenFed Credit Union; San Antonio (TX); On-site; USD 37,000 - 57,000; Full time

Job summary

PenFed Credit Union in San Antonio, TX is seeking a Bilingual Recovery Specialist to manage the recovery of charged-off consumer loans. The role requires strong analytical, negotiation, and communication skills and will operate in both manual and automated collection environments. You will develop repayment plans, pursue settlements, and document activities.

Fluency in English and Spanish is required. The position is onsite at the San Antonio Service Center with availability for

Qualifications

• Bachelor’s degree in business, accounting, finance, or related field is required.
• Minimum 4 years’ collection/recovery experience, preferably at a financial institution.
• Minimum 4 years’ call center collections or customer service experience.
• Minimum 2 years of pipeline management and/or sales negotiation experience.
• Minimum 1 year of deep skip training and fraud investigation experience.
• Understanding of preventative, productive and remedial financial counseling.
• Proven ability to meet or exceed goals in a metrics driven organization.
• Strong communication, negotiation, analytical, decision-making and written skills.
• Ability to multi-task.
• Available to work weekends, evenings and overtime periodically.
• Must be fluent in both English and Spanish.
• Experience with AI tools preferred.

Responsibilities

• Manage a pipeline of charged-off loans in both manual and automated collection environments.
• Review charged-off loans to determine action and initiate follow-up with detailed records.
• Use analytical and negotiation skills to maximize recovery.
• Collaborate with other departments and act as SME, escalating as needed.
• Communicate through phone, email, mail, chat and text to recover debts.
• Review and negotiate settlements and short-sale arrangements within authority.
• Determine delinquency causes and provide repayment options including paid in full and settlement.
• Handle complex settlements and IRS reporting considerations.
• Cross-train and support other recovery team functions to prevent single points of failure.
• Use skip tracing and credit bureau data to locate members; contact third parties as needed.
• Maintain compliance with FDCPA, UDAAP, TCPA, FCRA and internal policies.
• Maintain daily activity records and report progress to management.
• Identify options for writs, offsets, and other remedies to recover funds.
• Suggest process improvements to Recovery Operations Management.

Skills

Bilingual (English/Spanish)

Negotiation

Analytical skills

Call center collections

Pipeline management

Fraud investigation

Financial counseling

Written communication

Education

Bachelor’s degree in business/finance/accounting

Job description

PenFed Credit Union in San Antonio, TX is seeking a Bilingual Recovery Specialist to manage the recovery of charged-off consumer loans. The role requires strong analytical, negotiation, and communication skills and will operate in both manual and automated collection environments. You will develop repayment plans, pursue settlements, and document activities.

Fluency in English and Spanish is required. The position is onsite at the San Antonio Service Center with availability for