We are seeking a bilingual call center collections specialist to join our dynamic team starting september 22. You’ll be responsible for managing a high-volume portfolio of auto loans, primarily serving clients in the u.s.-mexico border region. This is a soft collections role focused on customer engagement, payment solutions, and credit protection.
you’ll work with a supportive team using tools like nls (nortridge loan system), nice, cs1 expert, outlook, teams, and excel to deliver a best-in-class experience while helping clients stay on track with their payments.
key responsibilities
* contact borrowers to resolve past-due accounts with empathy and professionalism.
* offer tailored solutions such as forbearance, deferments, or modified payment plans.
* maintain accurate and up-to-date borrower records in nls and internal systems.
* meet and exceed performance metrics (e.g., qa, ptp/hour, conversion rate).
* protect consumer data and comply with all regulatory and internal standards.
* collaborate with internal teams and escalate issues when necessary.
* handle sensitive situations with discretion and care.
position requirements
* high school diploma or equivalent.
* minimum 6 months of call center experience in collections or customer service.
* fluent in spanish and english (written and spoken).
* strong computer skills (35 wpm, microsoft office, internet browsers).
* excellent communication, active listening, and problem-solving skills.
* ability to adapt to changing processes and work in a fast-paced environment.
* team-oriented with a customer-first mindset.
#j-18808-ljbffr