What are the responsibilities and job description for the Bilingual Processing Agent position at Blue Line Solutions, LLC?
Job Title: Bilingual Processing Agent
Company: Blue Line Solutions, LLC
Location: Chattanooga, TN
Location: Chattanooga, TN
About Blue Line Solutions
Blue Line Solutions is a mission-driven public safety technology company founded by law enforcement professionals to make communities safer through innovative traffic enforcement and intelligence solutions. We partner with law enforcement agencies across the country to improve roadway safety, support community initiatives, and provide exceptional service to our customers and agency partners.
Our core values include Integrity, Attitude, Accountability, Diligence, Perseverance, and Discipline.
Position Summary
The Bilingual Processing Agent serves as a critical link between Blue Line Solutions, law enforcement agencies, and the public. This position is responsible for processing citations, handling inbound and outbound customer calls, collecting citation payments, answering inquiries, and providing exceptional customer service while maintaining accuracy, professionalism, and confidentiality.
This role requires employees to balance phone responsibilities and citation processing duties throughout the workday while meeting established quality, productivity, attendance, and customer service expectations.
The ideal candidate is fluent in both English and Spanish and can effectively communicate with customers while providing a positive and professional customer experience.
Essential Functions
The essential functions of this position include, but are not limited to:
Customer Service & Phone Support
- Handle inbound and outbound phone calls regarding citations, payments, court information, address updates, and general inquiries.
- Provide professional, courteous, and accurate information to members of the public in both English and Spanish.
- Assist Spanish-speaking customers by explaining citation information, payment options, court information, and company processes.
- De-escalate difficult conversations while maintaining professionalism and empathy.
- Process citation payments received by phone.
- Document customer interactions accurately within company systems.
- Maintain confidentiality while handling sensitive customer information.
Citation Processing
- Process citations accurately and efficiently using company software and systems.
- Review records for completeness and accuracy.
- Process address updates, payments, correspondence, and related documentation.
- Maintain quality standards while meeting productivity expectations.
- Ensure confidential information is handled appropriately.
Agency & Internal Support
- Communicate professionally with law enforcement agencies, Chiefs of Police, government officials, and internal team members.
- Provide bilingual support as needed for customer interactions and departmental operations.
- Assist with special projects and operational initiatives as assigned.
- Support Mail Room operations and other departmental functions as needed.
- Participate in training, meetings, and continuous improvement initiatives.
Performance Expectations
Employees in this position are expected to:
- Maintain established department standards for productivity, quality, attendance, and customer service.
- Successfully perform both phone-related duties and citation-processing responsibilities.
- Meet department performance metrics as established and communicated by management.
- Maintain regular and reliable attendance.
- Demonstrate professionalism and responsiveness when interacting with customers, agencies, and coworkers.
- Adapt to changing workloads, priorities, and operational needs.
Examples of performance metrics may include productivity, quality, phone availability, call handling expectations, attendance, and overall contribution to departmental goals.
Work Schedule
- Standard hours are generally Monday through Friday, 8:30 a.m. – 5:00 p.m.
- Additional hours may occasionally be required based on business needs.
- Work assignments may vary throughout the day based on operational demands.
Physical & Mental Requirements
To perform the essential functions of this position, employees must be able to:
- Use a computer, keyboard, mouse, telephone, headset, and multiple monitors throughout the workday.
- View and interpret information displayed on computer screens.
- Communicate effectively by telephone and electronic means in both English and Spanish.
- Sit, stand, walk, and change positions throughout the workday, with or without reasonable accommodation.
- Perform repetitive hand, wrist, and finger movements associated with computer work.
- Maintain focus and attention to detail while performing repetitive administrative tasks.
- Manage multiple tasks simultaneously while maintaining accuracy and professionalism.
- Work independently and as part of a team.
- Remain available and engaged during scheduled work hours, except during approved breaks, lunches, accommodations, or approved leave.
Work Environment
This position is performed primarily in an office or approved remote-work environment.
Employees may be required to:
- Work at a workstation for extended periods of time.
- Utilize multiple computer monitors and software systems simultaneously.
- Alternate between phone-based responsibilities and computer-based processing work.
- Handle a high volume of customer interactions and administrative tasks.
Education & Experience
Required
- High School Diploma or GED.
- Fluent in both English and Spanish (written and verbal).
- Strong communication and customer service skills.
- Basic computer proficiency.
- Ability to communicate clearly, professionally, and effectively in both languages.
Preferred
- Previous call center, customer service, administrative, collections, or records-processing experience.
- Experience handling confidential information.
- Experience working with government agencies, law enforcement agencies, or public-facing services.
- Experience utilizing payment-processing systems, CRM platforms, or records-management software.
- Previous experience providing bilingual customer support.
Key Competencies
- Bilingual Communication (English/Spanish)
- Customer Service
- Communication
- Professionalism
- Attention to Detail
- Accountability
- Time Management
- Adaptability
- Problem Solving
- Teamwork
- Confidentiality
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k)
- Paid Time Off
- Paid Holidays
- Additional company-sponsored benefits as applicable
Why Work at Blue Line Solutions?
- Be part of a mission-driven organization dedicated to saving lives and supporting public safety
- Lead and shape a critical function within a growing company
- Work alongside a team that values integrity, accountability, and execution
- Play a direct role in scaling a company with national impact
- Join a culture focused on ownership, collaboration, and continuous improvement
Blue Line Solutions is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.