Bilingual Customer Service Collections Representative
Bilingual Customer Service Collections Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Location Type: Fully InPerson
First National Assets Management LLC makes loans secured by real estate specializing in Texas and Nevada property tax loans and commercial loans. HunterKelsey of Texas LLC and Propel Financial Services are brands utilized under First National Assets Management. Founded in 2005 HunterKelsey has made over 10000 loans. Founded in 2007 Propel has made over 55000 loans. Combined they are one of the largest property tax lenders in Texas.
The Customer Service & Collections Representative acts as the primary interface with customers and is responsible for nurturing the relationships with our customers. This role is responsible for helping customers on general account inquiries by phone or email. This position also collects past due amounts owed and negotiates payment arrangements. The CSCR creates solutions by partnering with customers to satisfy their account obligation through review and assessment of the customers ability to pay in consideration of their outstanding obligation. They also offer additional products to customers so customers can leverage all customer service options available to them including online customer portal enrollment paymentsbyphone recurring ACH setup assistance with new loans etc.
Responsibilities
- Maintaining a positive empathetic and professional attitude toward both internal and external customers at all times.
- Service both inbound/outbound calls by answering questions verifying contact information researching customer issues and responding to correspondence.
- Acknowledging and resolving customer complaints.
- Respectfully communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Utilizing company technology to manage account queues and account documentation.
- Maintaining accurate documentation on the account and communicating regularly with the customer in accordance with FDCPA and company policy to reach resolution on the account.
- Sharing best practices on collections and negotiating techniques to support team goals.
- Placing welcome calls and sending welcome packages.
- Notifying customers of delinquent accounts by email telephone or text.
- Negotiating with customers via phone to obtain secure payment arrangements in accordance with company policy and company values.
- Other duties as assigned.
Benefits
- Health Care Plans (Affordable Medical Dental & Vision Plans)
- Retirement Plan 401k w/ 4 company match)
- Paid Time Off 15 Days of PTO 10 Holidays & 1 Day Volunteer Time Off Annually)
- $50 Monthly Fitness Credit (Towards gym fitness classes personal training etc.
- Family Leave (Maternity/Paternity)
- Short Term & Long Term Disability
- Life Insurance (Basic Voluntary & AD&D)
- Training & Development
- Fully stocked break room for snacks
Pay
- $17.50/hour Starting
- $1000 SignOn Bonus
- Annual Bonus Potential: 5
- Significant Monthly Bonus Potential
- High school diploma required
- Bilingual (English/Spanish) required
- 12 years in collections financial services or call center environment preferred
- Preferred experience with a Dialer system Salesforce CRM or The Mortgage Office (TMO) systems
- Proficiency with Microsoft Office
- Excellent communication time management and organizational skills
Required Experience:
Unclear Seniority
Employment Type
Full-Time
