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Bilingual Collection Agent, Consumer Resolution Specialist – Spanish/English
Job Description:
- Contact consumers in Spanish and English to negotiate payment arrangements
- Build trust-based relationships with Spanish-speaking consumers experiencing financial hardship
- Proactively identify opportunities to resolve accounts and drive positive outcomes
- Navigate cultural sensitivities around money, family obligations, and financial stress
- Quickly and effectively resolve disputes and complaints in both languages
- Handle escalated collection cases requiring expert judgment
- Document all interactions thoroughly for compliance and quality assurance
- Follow up diligently to ensure payment commitments are met
- Maintain expert knowledge of FDCPA, TCPA, CFPB, and state-specific collection regulations
- Ensure every interaction meets legal and compliance standards
- Stay current on regulatory updates and AI-driven engagement strategies
- Provide feedback to improve AI agent performance with Spanish-speaking consumers
Requirements:
- Native or fluent Spanish speaker with professional-level English proficiency
- 5+ years proven collections experience in accounts receivable, debt collection, or consumer finance
- Clean compliance record - no regulatory violations or disciplinary actions
- Track record of meeting or exceeding collection goals and performance metrics
- Deep knowledge of FDCPA, TCPA, and CFPB regulations
- Exceptional negotiation and problem-solving skills in both Spanish and English
- Ability to handle difficult conversations with empathy and persistence
- Cultural competency working with diverse Latino communities (Mexican, Puerto Rican, Central American, etc.)
- Proficiency with CRM systems, dialers, and omni-channel platforms
- Self-motivated and accountable for remote work environment
- Secure home office with reliable internet and private workspace
Benefits:
- Competitive salary (based on experience and location)
- Performance bonuses tied to collection results
- Full benefits package (health, dental, vision, 401k)
- Equipment and technology provided
- Flexible schedule within business hours
- Professional development and compliance training