Centralized Servicing Specialist - San Antonio, TX

1st Franklin Financial Corporation; San Antonio (TX); On-site; USD 22,000 - 25,000; Full time

Job summary

1st Franklin Financial Corporation is seeking a Centralized Collections Specialist to manage past-due accounts from our branch office, handling outbound and inbound calls to secure payments and arrange settlements. The role emphasizes professional, empathetic customer interactions and strict confidentiality.

You will use CRM and standard software to track status, document interactions, and ensure accurate records while complying with policies. On-site work at the BOSC is required.

Qualifications

• Strong verbal communication and active listening skills.
• Ability to negotiate effectively while remaining empathetic and professional.
• Proficiency in using standard office and call center software (Microsoft Office, phone systems, etc.)
• High attention to detail and ability to multitask in a fast-paced environment.
• Bilingual Spanish/English is a plus.

Responsibilities

• Make outbound calls to customers with delinquent accounts to secure payment arrangements
• Receive inbound calls and assist customers with resolving account issues related to overdue payments
• Use company systems to locate account information, payment history, and contact details
• Update customer account information to ensure accurate and status
• Document all customers interactions, agreements, and account resolution
• Provide clear explanations of account balances, due dates, and options resolving delinquencies
• Assess customer financial situations and offer suitable payment options or arrangements
• Work within company policies and guidelines to negotiate settlements or resolve accounts
• Accurately process payments and provide customers with payment confirmations
• Maintain a professional and empathetic approach with customer interactions
• Manage sensitive customer data securely and maintain confidentiality
• Collaborate closely with team members and supervisors to meet department goals
• Share feedback and/or observations with management to enhance collections strategies

Skills

Verbal communication

Active listening

Negotiation

Bilingual Spanish/English

Multitasking

Education

High school diploma or equivalent

Tools

CRM systems

Job description

The Centralized Collections Specialist is responsible for managing past-due accounts in a call center environment, primarily through outbound and inbound calls. This role focuses on collecting payments, negotiating payment arrangements, and assisting customers in resolving delinquent accounts while maintaining a professional and customer-focused approach.

Salary: $16.00 to $18.00 per hour

Perform Collections And Account Management Responsibilities

• Make outbound calls to customers with delinquent accounts to secure payment arrangements


• Receive inbound calls and assist customers with resolving account issues related to overdue payments


• Use company systems to locate account information, payment history, and contact details


• Update customer account information to ensure accurate and status


• Document all customers interactions, agreements, and account resolution


• Provide clear explanations of account balances, due dates, and options resolving delinquencies

Payment Negotiations and Customer Interaction

• Assess customer financial situations and offer suitable payment options or arrangements


• Work within company policies and guidelines to negotiate settlements or resolve accounts


• Accurately process payments and provide customers with payment confirmations


• Maintain a professional and empathetic approach with customer interactions


• Manage sensitive customer data securely and maintain confidentiality

Team Collaboration

• Collaborate closely with team members and supervisors to meet department goals


• Share feedback and/or observations with management to enhance collections strategies

Education, Qualifications And Experience

• High school diploma or equivalent


• Serving our customers by working onsite at the Branch Office Support Center (BOSC) is an essential function of this job (working from home is not permitted under any circumstances)


• Bilingual (Spanish/English)


• 1+ year of collections or call center experience, preferably in the financial services industry


• Familiarity with collections software or CRM systems is a plus


• Strong verbal communication and active listening skills


• Ability to negotiate effectively while remaining empathetic and professional


• Proficiency in using standard office and call center software (Microsoft Office, phone systems, etc.)


• High attention to detail and ability to multitask in a fast-paced environment


• Goal-oriented with a strong work ethic


• Resilient and able to manage rejection professionally


• Dependable and punctual with excellent time management skills


• Ability to maintain confidential and personal information


• Demonstrate the ability to analyze relevant information and apply individual judgement


• Must possess a valid drivers' license and the ability to operate an automobile

Desirable

• Advanced educational degree or training


• Bilingual English/Spanish


• Some college or relevant training


• Experience with centralized or multi-branch operational support