Job Description

SUMMARY:

As a Bilingual Specialist II, Inbound Customer Service, you will assist account owners/authorized individuals by effectively providing resolution to accounts. This will include documenting all customer interactions, conversations, and payment arrangements. In addition, the incumbent will maintain weekly and monthly goals for the department.

SKILLS & QUALIFICATIONS:

• Some experience preferred, but not required.
• Communication: Good verbal and written communication skills.
• Negotiation: Strong negotiation skills.
• Problem-solving: Ability to analyze situations and identify the best solutions.
• Computer skills: Proficiency in Microsoft Office and collections software.
• Customer service: Prior customer service experience, especially in collections or call centers.

EDUCATIONAL REQUIREMENTS:

• High School Diploma or GED required

• Bilingual (Spanish) required.
• Identifies and executes required actions regarding assigned skills while adhering to state and federal laws.
• Effectively manages job responsibilities by providing accurate information in a timely manner.
• Identifies and executes required actions regarding information received on Resurgent accounts.
• Maintains established levels of quality and efficiency performance.
• Uses investigation skills to evaluate conversations and documents to determine proper call model procedures to appropriately determine a caller’s situation. Apply appropriate solutions to account(s) such as status update, call routing, notation, and follow-up.
• Negotiating and processing payments, utilizing the proper negotiation skills.
• Maintains the integrity and accuracy of the reporting information through manual changes and updates and documenting of the appropriate systems.
• Other responsibilities as assigned by management.