Recovery Agent (Collections Support 2: Bilingual-Spanish)

WEX; Maine; On-site; USD 25,000 - 28,000; Full time

Job summary

WEX is seeking an experienced collections professional to influence and negotiate for immediate payment while resolving delinquent balances. You will manage up to late-stage accounts, deescalate conflicts, and apply FDCPA guidelines to make solid collection decisions.

Responsibilities include handling group inbox communications, skip tracing, and collaboration on best practices, with a focus on maintaining confidentiality and high-quality output in a fast-paced setting.

Qualifications

• Fluent in speaking Spanish (Required).
• High School Diploma with 1-2 years of experience in a related field.
• At least one year of transportation industry customer support experience.
• Basic accounting and Skip Tracing knowledge.
• Analytical skills.
• Sound decision making/judgment.
• Ability to maintain confidentiality of customer and company information.
• Organized/Time Management ability.
• Ability to be productive while maintaining quality.
• Results-Oriented.
• Self-motivated.
• Effective oral and written communication skills.
• Working knowledge of Google Sheets.

Responsibilities

• Inbound/ Outbound Collection calls.
• Work emails in a shared group inbox.
• Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.
• Engage in on-going education with customers on terms and conditions and alternative payment methods.
• Ability to manage multiple portfolios and risk levels.
• Utilize judgment and experience to make decisions that balance risk, quality, productivity, objectives and customer retention.
• Apply industry knowledge, policies and procedures to make appropriate collection decisions.
• Proficient use of multiple systems and collections tools to reach a decision maker.
• Self-motivated, dependable and able to work in a dynamic environment.
• Perform skip tracing on required accounts using multiple systems/tools.
• Perform additional duties and participate in special projects as required.

Skills

Spanish fluency

Customer support

Analytical skills

Decision making

Confidentiality

Time management

Results oriented

Self-motivation

Oral & written communication

Education

High School Diploma

Tools

Google Sheets

Job description

About The Team/Role

Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages & deescalates conflict when speaking to a customer. Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution. Manages delinquencies from rolling to the next level.

About The Team/Role

Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages & deescalates conflict when speaking to a customer. Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution. Manages delinquencies from rolling to the next level. Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions. Demonstrates the ability to apply consistency in work processes. Proficient use of multiple systems. Executes & exhausts all skip tracing resources to reach a decision maker. Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt. Appropriate documentation of accounts and follow-up. Self motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment. Competitive, persistent & assertive. Engages in peer collaboration as it relates to sharing/ implementing collection best practices. Ability to work with minimal supervision. Participates in special projects and performs additional duties as required.

How you'll make an impact

• Inbound/ Outbound Collection calls
• Work emails in a shared group inbox
• Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.
• Engage in on-going education with customers on terms and conditions and alternative payment methods.
• Ability to manage multiple portfolios and risk levels.
• Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.
• Apply industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.
• Proficient use of multiple systems and collections tools to be able to reach a decision maker in the collections process.
• Self-motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment.
• Perform skip tracing on required accounts using multiple systems/tools
• Perform additional duties and participate in special projects as required.

Experience you'll bring

• Fluent in speaking Spanish (Required)
• High School Diploma with 1-2 years of experience in a related field
• At least one year of transportation industry customer support experience.
• Basic accounting and Skip Tracing knowledge
• Analytical skills
• Sound decision making/judgment
• Ability to maintain confidentiality of customer and company information
• Organized/Time Management ability
• Ability to be productive while maintaining quality
• Results-Oriented
• Self-motivated
• Effective oral and written communication skills
• Working knowledge of Google Sheets

Preferred Qualifications

• Working knowledge of FDCPA and any other applicable Federal laws
• Basic accounting knowledge
• Analytical skills
• Sound decision making/judgment
• Flexible/Adaptable to change
• Detail Oriented
• Proficient computer skills including Office and/or Google suite products. Familiarity with AI and an eagerness to learn more
• Must pass a successful background investigation

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Pay Range: $18.30 - $20.60