Recovery Agent/ Collections Support 2 (Bilingual-French/Spanish)

📋 Description

• • Communicate orally and in writing with customers to negotiate and secure immediate payment on delinquent account balances.
• • Manage inbound and outbound collection calls to resolve delinquencies across multiple portfolios and risk levels.
• • Work emails within a shared group inbox to respond to customer inquiries and resolve account issues.
• • Engage in ongoing customer education regarding terms and conditions, payment options, and alternative settlement methods.
• • Utilize judgment and experience to balance risk, quality, productivity, corporate objectives, and customer retention in collection decisions.
• • Apply industry knowledge, departmental policies, procedures, and the Fair Debt Collection Practices Act (FDCPA) to ensure compliant collection practices.
• • Execute and exhaust all skip tracing resources using multiple systems to locate and contact decision-makers on delinquent accounts.
• • Maintain accurate and appropriate documentation of all account interactions, follow-ups, and resolution efforts.
• • Manage complex and later-stage delinquent account situations with professional expertise to determine optimal resolution strategies.
• • De-escalate conflicts during customer interactions while maintaining professionalism and compliance.
• • Work productively in a dynamic, high-energy, rapidly changing environment with minimal supervision.
• • Be self-motivated, dependable, and results-oriented while maintaining high-quality standards.
• • Collaborate with peers to share and implement best practices in collections and customer engagement.
• • Perform additional duties and participate in special projects as required.
• • Demonstrate organized time management and ability to remain productive while ensuring accuracy and compliance.
• • Maintain strict confidentiality of customer and company information at all times.
• • Utilize multiple systems and collection tools to effectively navigate the collections process.
• • Demonstrate proficiency in Google Sheets for account tracking and data management.