Bilingual Collections Associate

Summary

Join First Help Financial (FHF), a rapidly growing company offering auto loans, as a Collections Associate! This remote position, based anywhere in the USA, involves managing customer accounts, resolving disputes, and meeting departmental goals. You will be responsible for handling a high volume of calls, primarily in Spanish, and collaborating with internal and external stakeholders. The role requires strong communication skills, collections experience, and fluency in Spanish. FHF offers a competitive salary, bonus structure, and comprehensive benefits, including health insurance, paid time off, 401k matching, and opportunities for career development.

Requirements

• Demonstrated historical career stability
• Must be willing and able to travel domestically for up to one week at a time, twice per year for company-sponsored training and team-building initiatives
• Fluent in Spanish
• High school diploma or GED equivalent required
• Minimum of 6 months of Collections experience or 1 year of related customer service experience
• Detail-conscious and task oriented mindset
• Commitment to excellent customer service to our customers and dealer partners
• Excellent written and verbal communication skills

Responsibilities

• Provide customer service regarding collection issues in heavy traffic call center
• Responsible for opening clients' complaints
• Deescalate customer issues and escalate to appropriate manager if needed
• Resolve client discrepancies; reconcile customer disputes pertaining outstanding due balances
• Provide customer service by handling primarily Spanish-speaking inquiries, with occasional Portuguese calls (approximately 1% of total calls)
• Meet defined department goals and activity metrics
• Daily / weekly reporting to direct supervisor
• Skip Tracing, if necessary
• Provide pay off quotes to dealers and customers
• Contact repossession agents as necessary
• Provide written account information as request by customers
• Answering inbound phone calls as needed
• Handle transfer of ownership

Benefits

• Competitive health and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave and much more)
• Paid vacation
• 401(k) match
• Tuition reimbursement
• Social activities
• Monthly lunches
• A robust employee recognition and talent development program to enhance your career with us