Bi-lingual Collection Representative – English/Spanish

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Manage a substantial volume of both outbound and inbound calls with consumers concerning overdue medical balances.

• Negotiate payment plans in accordance with company policies.

• Achieve and surpass monthly Key Performance Indicators (KPIs) encompassing quality, compliance, and collection metrics.

• Keep precise account notes and documentation in real-time.

• Address common objections and refine responses to more complex objections.

• Recommend sources of funding for debt repayment.

• Utilize scripts and collection systems to enhance recovery efforts.

• Adhere to the Fair Debt Collection Practices Act (FDCPA), state laws, and other legal compliance standards.

• Acquire knowledge and operate collection systems and programs with proficiency.

• Assist consumers in finding practical and mutually advantageous payment solutions.

• Establish trust through active listening, empathy, and professional communication.

⛳️ Requirements

• Previous call center experience is encouraged.

• Collections experience is beneficial but not mandatory.

• Must be able to communicate clearly both verbally and in writing, using appropriate grammar and telephone etiquette.

• Proficient in navigating multiple computer applications and databases.

• Capable of multitasking while managing calls and working with various computer systems.

• Skilled in overcoming objections and negotiating successful payment arrangements.

• Dependable and accountable; punctual and utilizes time effectively.

• Exhibits professional judgment.

• Maintains the confidentiality of sensitive personal information and Protected Health Information (PHI).

• Proficient in basic math calculations, including percentages.

• Self-driven and dedicated to achieving career success.

• Willing to obtain Professional Collections Specialist (PCS) certification within one year of employment.

• Conversational fluency in Spanish is a plus.

• High School Diploma or equivalent (GED) is required.

• Ability to successfully complete the company's collector training program.

• Must pass initial and annual criminal and background checks.

🏝️ Benefits

• Unlimited bonus and commission potential.

• Paid medical insurance with personalized plan selection support.

• Company-provided Short-Term Disability and basic Life Insurance.

• Optional Dental, Vision, Long-Term Disability, and additional Life Insurance plans.

• Generous Paid Time Off (PTO) policy (3 weeks annually, increasing with tenure), in addition to holidays and make-up time.

• 401(k) plan with the option to contribute annual discretionary bonuses.

• Equipment provided by the company.

• Access to the Perks employee discount program (covering retail, travel, food, and entertainment).

• Virtual training compensated at $20/hour during the training period.

• Opportunities for professional career advancement.

• Company-sponsored Professional Collections Specialist (PCS) certification.