Bilingual Collections Specialist

Title: Bilingual Collections Specialist

Location: Fort Worth, TX

Duration: 12 months (Possible conversion)

Purpose of the Position

The purpose of this role is to collect payments or provide payment solutions on past-due accounts in order to reduce company losses. The position is responsible for managing accounts that are 60 to 120 days past due while handling both inbound and outbound calls related to customer accounts.

The incumbent will work directly with customers to discuss financial situations, recommend appropriate payment arrangements, and provide a consultative, customer-focused experience that aligns with company service standards.

Primary Responsibilities

The following duties are listed in order of importance:

1. Collections & Customer Service (50%)

• Collect delinquent payments via phone, Quick Collect, and mail (Spanish Speaking)
• Ensure compliance with all regulatory requirements during collection activities.
• Negotiate payment plans and solutions when customers cannot make immediate payments.
• Provide exceptional customer service to internal and external stakeholders.
• Maintain professionalism and ensure proper follow-up using a Customer One approach.

2. Skip Tracing & Customer Location (30%)

• Perform skip tracing to locate customers and collateral when contact is difficult.
• Update customer demographic information as needed.
• Utilize internet research tools to locate customers.
• Coordinate with approved vendors (skip tracing and repossession vendors) appropriately.

3. Account Resolution Recommendations (15%)

• Evaluate accounts and present recommendations to management regarding final resolution of uncollectible accounts.

4. Process Improvement (5%)

• Provide feedback on current processes and training materials
• Suggest improvements to increase efficiency and effectiveness.

Decision-Making Responsibilities

• Determine appropriate short-term and long-term payment solutions for customers (Daily)
• Provide customer service resolutions that support company standards (Daily)
• Establish and approve payment arrangements to reduce delinquency (Daily)

Impact: Decisions directly affect delinquency rates, financial losses, and overall customer satisfaction.

Primary Contacts

External Customers

• Purpose: Resolve delinquency and collect payments
• Frequency: Daily

Internal Business Units (Accounts Receivable, Call Center, Document Services, Lease Maturities, Bankruptcy, Recovery Services)

• Purpose: Collaborate to resolve customer issues and account delinquency
• Frequency: Daily

Legal Counsel / Attorneys

• Purpose: Gather information to assist in resolving delinquent accounts
• Frequency: Daily

Knowledge & Experience Requirements

Minimum Experience:

• 1 year of overall work experience required

Required Knowledge Areas:

• General Business: 1 year
• Collections: 1 year
• Customer Service: 1 year

Preferred Experience:

• 2 years of collections experience
• 1 year of skip tracing experience

Skills & Competencies

• Strong problem-solving abilities
• Customer service focused
• Self-motivated and results-driven
• Ability to work effectively in a team environment
• Spanish-speaking (required)

Recommended Prerequisite Experience

• Previous experience as a Collector