Customer Service Executive, Collections - Spanish or Portuguese Speaking

Liberis; Nottingham (NH); On-site; USD 45,000 - 65,000; Full time

Job summary

Liberis is seeking a Collections Agent to join our global Collections team and support growth in the Spanish or Portuguese markets. You will manage a diverse receivables book, maintain accuracy and timeliness, and work to improve collections while delivering a top-notch customer experience.

In this role you will monitor accounts daily, analyze inactivity, contact customers by phone and email, and coordinate with legal letters when needed.

Qualifications

• Fluent in English and Spanish or Portuguese.
• Experience in a collections team, preferably SME collections.
• Ability to self-manage and prioritise tasks.
• Excellent interpersonal communication, high integrity, and proficiency with Excel.

Responsibilities

• Monitor accounts daily to identify underperforming or inactive customers and opportunities.
• Engage customers by phone and email to rehabilitate accounts and improve recovery rates.
• Coordinate with legal letters for unreached customers as needed.
• Ensure defaulting account volumes stay within budget through proactive strategies.
• Uphold fairness and Liberis' customer-centric approach in all actions.

Skills

English fluency

Spanish or Portuguese fluency

Collections experience

Excel

Job description

At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.

The team

We are the Collections team! A dedicated group with a clear mission: to assist customers facing financial challenges and guide them back to good standing wherever possible. With team members based in the UK, Sweden, Germany and the US, we are looking for an enthusiastic Collections Agent to join our rapidly growing global Collections team and support Liberis' growth in the Spanish or Portuguese markets!

Who are you?

As a Collections Agent, you'll take the helm in our in-house collection process, steering a diverse receivables book toward success. Your mission: to maintain impeccable standards of accuracy and timeliness, driving up collection rates while ensuring every customer enjoys a top-notch experience.

Responsibilities

• Conducting daily monitoring into our receivables book to uncover underperforming and inactive customers, using your sharp analytical skills to identify patterns and opportunities.
• Solving puzzles: diving deep in to the why behind customer inactivity, utilising a variety of resources to uncover the most efficient solutions for rehabilitating these customers
• Direct engagement: connecting directly with our customers through daily phone calls and emails, bringing energy and enthusiasm to every interactions as you work to reignite their engagement.
• Legal liaison: contacting customers we’ve been unable to reach via legal letters, to ensure our message is clear and our approach is effective.
• Take charge in ensuring that defaulting account volumes stay within budget limits by strategising and implementing tactics to minimise the need for accounts to be sent for Debt Collection.
• Fairness Ambassador: above all, you’ll champion our commitment to treating customers fairly, ensuring that every action you take reflects the Liberis behaviours and strengthens our customer relationships.
• Thrive in an environment that encourages independent decision-making and have the autonomy to manage and prioritise your daily workload, while always having the support of your team and line managers.

We think you’ll need

We're seeking a dynamic individual with a blend of skills and experiences that will make them an invaluable asset to our team:

• Fluency in the English and Spanish or Portuguese languages.
• Demonstrated experience within a collections team, preferably in SME collections.
• A proven ability to self-manage and prioritise tasks effectively.
• Excellent interpersonal communication skills, enabling seamless interactions with individuals at all levels.
• High level of integrity in all actions and decisions.
• Proficiency in Excel.