Bilingual Loan Servicing Collections Specialist

Credit9; Phoenix (AZ); Remote; USD 28,000 - 32,000; Full time

Benefits offered by this job

Ongoing training and development

Career advancement

Medical

Dental

Vision

Life / AD&D Insurance

7 Paid Holidays

2 Floating Holidays

Paid Time Off

Flexible Spending/HSA

Employee Assistance Program (EAP)

401(k) match

Referral Program

Job summary

Credit9 is seeking a Bilingual Loan Servicing Collections Specialist to join our team. You will assist in daily communications and servicing of past-due accounts on inbound and outbound bases, creating payment plans and enrolling in hardship programs to prevent delinquency. Remote role within the United States.

The role requires at least 3 years in loan servicing/collections, strong communication, and proficiency in MS Office/Google Suite. Excellent English/Spanish skills are essential.

Qualifications

• Fluent in both English and Spanish.
• 3+ years in Loan Servicing, preferably in collections.
• Call Center experience.
• Proficient with Microsoft Office and Google Suite.
• Understanding of call center metrics (ACD, IP, PTP, RPC).
• Outstanding verbal and written communication skills.
• Superior multi-tasking skills.
• Flexible and adaptable to changes; communicates changes well.

Responsibilities

• Improve overall portfolio health through assisting past-due clients.
• Maintain communications via inbound/outbound calls, emails, SMS, and online chats.
• Maintain relationships with customers using professional collections tactics.
• Meet KPI goals with Team Lead and Supervisor.
• Adhere to Loan Servicing guidelines.
• Handle escalated customer service issues before passing off.
• Perform other related duties as assigned.

Skills

Bilingual

Loan Servicing experience

Call Center experience

MS Office & Google Suite

Call center metrics

Communication skills

Multi-tasking

Adaptability

Professional demeanor

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Credit9 is seeking a Bilingual Loan Servicing Collections Specialist to join our team. As a Collections Specialist, you will assist in the daily communications and servicing of past-due accounts on an inbound and outbound basis. The Collections Agent will work directly with clients to resolve delinquency by creating payment plans and assisting with enrollment in hardship assistance programs to help prevent future delinquency, while working closely with and being supported by the Team Lead and Collections Supervisor.

Compensation: $20.00-$23.00 per hour depending on experience plus bonus.
Location: Remote - Must be located within the United States.

Responsibilities

• Improve overall portfolio health through the assistance of past-due clients.
• Maintain proper communications including, but not limited to:
  • Inbound and Outbound Calls
  • Inbound and Outbound Emails
  • Servicing via SMS messaging and online chats
• Maintain symbiotically successful relationships between Credit9 and its customers by providing exceptional customer service and professional collections tactics.
• Maintain personal performance management and consistently hit KPI goals set by direct Team Lead and Supervisor.
• Ensure adherence to the Loan Servicing guidelines.
• Professionally handle escalated customer service issues before passing off a customer.
• Perform other related duties as assigned.

Requirements

• Fluent in both English and Spanish.
• 3+ years of Loan Servicing, preferably in collections, with a focus on unsecured, debt consolidation, and personal loans.
• Call Center experience.
• Proficient with Microsoft Office and Google Suite.
• Understanding of call center technology and collections metrics (ACD, IP, PTP, RPC, etc.)
• Outstanding verbal and written communication skills.
• Superior multi-tasking skills.
• Flexible and adaptable to changes in direction and the ability to effectively communicate such changes as part of a team.
• Professional presentation and demeanor

Education

• High School diploma or equivalent required.
• Bachelor’s degree preferred.

Company Benefits

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Credit9 is proud to be an Equal Opportunity Employer. Credit9 does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.