Collection Specialist-Customer Service

Gulf Coast; Sarasota (FL); On-site; USD 17,047 - 24,280; Full time

Benefits offered by this job

Competitive compensation

Paid training

Career growth

Supportive team environment

Comprehensive benefits package

Ongoing professional development

Job summary

Gulf Coast Collection Bureau is seeking a motivated bilingual collection specialist (English/Spanish) to communicate with consumers about outstanding accounts, negotiate payment arrangements, and provide superior customer service while complying with applicable laws and company policies.

This role requires fluency in English and Spanish, a high school diploma or equivalent, strong communication and negotiation skills, confidentiality, and the ability to work across multiple systems.

Qualifications

• Fluent in English and Spanish (verbal and written).
• High school diploma or equivalent required.
• Strong communication, negotiation, and customer service skills.
• Basic computer proficiency and ability to navigate multiple systems.
• Maintain confidentiality and handle sensitive information professionally.

Responsibilities

• Contact consumers using dialing systems, inbound/outbound calls, and chat.
• Negotiate payment arrangements and account resolutions while complying with policies and regulations.
• Document all account activity accurately in company systems.
• Maintain compliance with FDCPA, FCCPA, FCRA, HIPAA and internal policies.
• Follow up on payment promises and unresolved issues.
• Escalate concerns to supervisors when needed.
• Participate in required training and development.

Skills

Bilingual English/Spanish

Verbal communication

Written communication

Negotiation

Customer service

Basic computer skills

Confidentiality

Attention to detail

Organizational skills

Education

High school diploma or equivalent

Job description

Professional Collection Specialist (Bilingual English/Spanish)

Employer: Gulf Coast Collection Bureau (GCCB)

Department: Operations

Reports To: Department Supervisor

Pay: $15/hour

Position Summary

Gulf Coast Collection Bureau is seeking a motivated and professional Bilingual Collection Specialist (English/Spanish) to join our team. The ideal candidate will be responsible for communicating with consumers regarding outstanding accounts, negotiating payment arrangements, and providing exceptional customer service while maintaining compliance with all applicable laws and company policies.

This position requires strong communication skills in both English and Spanish, attention to detail, professionalism, and the ability to build rapport with consumers while helping them resolve their financial obligations.

Essential Duties And Responsibilities

• Contact consumers using a predictive dialing system, inbound calls, outbound calls, and chat communications.
• Communicate effectively in both English and Spanish to assist a diverse consumer population.
• Negotiate payment arrangements, settlements, and account resolutions while maintaining compliance with company policies and regulatory requirements.
• Document all account activity accurately and thoroughly within company systems.
• Maintain compliance with all applicable regulations, including FDCPA, FCCPA, FCRA, HIPAA, and internal company policies.
• Adhere to the ACA International Code of Ethics.
• Review account information, billing details, explanations of benefits, and service dates with consumers as needed.
• Gather and verify insurance information when accounts require insurance billing or additional coverage verification.
• Submit clear and complete requests to internal departments for insurance follow-up, compliance reviews, disputes, accounting inquiries, workers' compensation claims, attorney representation, and estate matters.
• Follow up on broken payment promises and unresolved account issues.
• Process payments accurately and establish payment plans according to company guidelines.
• Follow client-specific work plans and account management procedures.
• Escalate consumer concerns, complaints, or supervisor requests promptly to ensure excellent customer service.
• Request required notices and documentation to support timely account resolution.
• Participate in required training programs and ongoing professional development.
• Meet established productivity, quality, attendance, and compliance expectations.
• Perform other duties as assigned by management.

Requirements

Required

• Fluent in both English and Spanish (verbal and written communication).
• High school diploma or equivalent.
• Strong communication, negotiation, and customer service skills.
• Basic computer proficiency and ability to navigate multiple systems.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Strong attention to detail and organizational skills.

Preferred

• Previous collections, customer service, call center, healthcare revenue cycle, or accounts receivable experience.
• Experience working in a compliance-driven environment.

What We Offer

• Competitive compensation
• Paid training
• Career growth and advancement opportunities
• Supportive team environment
• Comprehensive benefits package
• Ongoing professional development

Supervisory Responsibilities

This position has no supervisory responsibilities.