Operations Coordinator, Bilingual – Spanish, English

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Engage with customers who are behind on payments, gain insight into their situations, and request full payment or establish a feasible payment plan.

• Navigate customer objections and resistance while working towards a suitable resolution.

• Adhere to established scripts, tools, and account protocols to ensure all interactions are consistent, professional, and compliant.

• Evaluate conversations rapidly and modify the approach while keeping the payment request in focus.

• Keep precise and timely records of each call and its outcomes.

• Achieve daily and weekly collection, call quality, and productivity targets.

• Implement coaching and feedback in subsequent calls.

• Refer complex accounts, disputes, and technical issues to the manager.

• Remain actively engaged with the team in the Collaboration Room AI throughout your shift.

• Utilize Slack and Google Meet for daily communication, coaching, and team meetings.

⛳️ Requirements

• At least 1 year of experience in a phone-based, customer-facing position (collections, customer service, sales, or similar).

• Excellent verbal and written communication skills in both English and Spanish.

• Ability to consistently achieve performance expectations in a metrics-driven environment.

• Capability to work remotely while maintaining an active presence in the Collaboration Room AI during the shift, with camera on outside of breaks and lunch.

• High-speed, reliable internet with a minimum of 80 Mbps download and 8 Mbps upload.

• A private, quiet workspace.

• Direct experience in consumer debt resolution is preferred.

• High school diploma or GED is preferred.

• Familiarity with contact center technology, including dialers and case management tools, is preferred.

• Comfort in working with call center metrics is preferred.

• Bilingual fluency in English and Spanish is preferred.

• Proficiency in Mac OS, Google Workspace, Tableau, and Slack is preferred.

• Working knowledge of FDCPA, TCPA, FCRA, BSA, SCRA, MLA, and UDAAP is preferred.

• Candidates must reside in AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, or VA.

• Mission Lane will not be sponsoring employment authorization for new applicants.

🏝️ Benefits

• Paid time off.

• 401(k) matching.

• Monthly wellness stipend.

• Health, dental, and vision insurance options.

• Disability coverage.

• Paid parental leave.

• Flexible spending account for childcare and healthcare.

• Life insurance.

• Remote-first work environment.

• Opportunities for promotion within the first year based on defined performance goals.

• Incentive pay based on performance following promotion.