Bilingual Call Center Agent

Summary

Join Portnoff Law Associates, Ltd. as a Bilingual Call Center Agent, where you will be the primary contact for Spanish-speaking property owners regarding delinquent municipal taxes and fees. You will handle inbound calls, negotiate payment terms, and screen for hardship cases. This remote position (after on-site training) offers a supportive work-life balance and competitive benefits. The role requires strong communication skills in both English and Spanish, experience in debt collection, and adherence to relevant regulations. You will be responsible for managing a high volume of calls, documenting interactions, and collaborating with other departments. PLA offers a welcoming environment and opportunities for advancement.

Requirements

• Bilingual Proficiency- in Spanish and English (both in written and verbal communications)
• Confident and clear telephone speaking voice
• Effective verbal expression combined with excellent active listening skills
• Demonstrated skills of poise, empathy, diplomacy, and tact
• Ability to work with and synthesize information from multiple sources
• Capable of rapidly analyzing and delivering concise, accurate summaries of discussions
• Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization
• MS Office Proficiency
• Dependable, with strong work ethic and personal integrity
• One-three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA
• Fluent in both English and Spanish (pay a premium rate)
• High School Diploma or equivalency
• One-three years’ experience successfully managing collection claims subject to the FDCPA and the FCEUA

Responsibilities

• Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures
• Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives
• Return voicemail messages to property owners in accordance with PLA operating procedures and directives
• Evaluate file status and respond quickly and appropriately to call inquiry
• Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s)
• Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed
• Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s)
• Communicate with legal staff, Account Managers and/or other departments as needed
• De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed
• Satisfy established key performance indicators (KPI)
• Attendance in the office as scheduled or when needed
• Other duties as assigned

Benefits

• Health Reimbursement Arrangement (Full-time employees)
• Dental and Vision Coverage (Full-time employees)
• 401(k) Retirement Investment Plan with Employer Match
• Paid Time Off & Holidays (Full-time employees)
• Section 125 Flexible Spending Account
• Portable Colonial Supplemental Life and STD/LTD Insurance Options
• Employee Assistance Program
• Free Fitness Facility