Collections Agent, Bilingual – Spanish/English

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

📋 Description

• Assist customers in adhering to payment schedules and addressing overdue amounts while ensuring exceptional customer service and satisfaction.

• Acquire and utilize payment solutions, along with advanced probing, negotiation skills, collection techniques, and payment programs to comprehend customer circumstances and resolve delinquencies.

• Approach customers with respect, sensitivity, and empathy during challenging situations.

• Facilitate discussions to determine alternative actions, resolve delinquency matters, and restore accounts to good standing.

• Adhere to established protocols, policies, and timelines while leveraging feedback to enhance results.

• Concentrate on key performance indicators (KPIs) to boost collection efficiency and meet monthly objectives.

• Navigate various call center platforms while engaging customers via phone and effectively managing cases.

• Follow up on outstanding cases.

• Ensure compliance with relevant laws, regulations, and guidelines.

• Exercise ethical judgment regarding personal conduct and business practices; escalate, manage, and transparently report control issues.

⛳️ Requirements

• High School diploma or GED is mandatory.

• Willing to work in an environment that necessitates 100% phone-based customer interaction.

• At least one year of experience in collections or customer service, either by phone or in person.

• Strong proficiency in basic computer operations, including mouse and keyboard use, launching applications, conducting internet searches, and navigating a Windows-based environment is highly preferred.

• Access to the internet from home is essential.

• Ability to communicate in Spanish, English, and Portuguese when discussing payment options with customers.

• Familiarity with the Fair Debt Collection Practices Act (FDCPA).

• Bilingual proficiency in Spanish and English is required.

🏝️ Benefits

• Healthcare stipend that covers medical, dental, and vision insurance expenses.

• Flexible paid time off beginning from the first day of employment.