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Bilingual Customer Service/Collections

CBE Companies

CBE Companies

Customer Service
Clarksville, TN, USA
Posted on Tuesday, July 2, 2024

Job Description:

A.EDUCATION AND EXPERIENCE PREFERENCES

  • High School Diploma or its equivalent
  • Collection, customer service or telemarketing call center experience preferred
  • Bilingual collectors are required to speak and write fluently in the Spanish and English languages.
  • Experience working in a team environment

B.PURPOSE OF THE POSITION

To resolve accounts where monies are owed to our clients in a manner that is ethical, legal, professional, timely, and transparent. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer.

C.DUTIES AND RESPONSIBILITIES

  • Be devoted to Defining the Future of Debt Collections
  • Be devoted to the Company’s Core Values
  • Accurately assess accounts to ensure appropriate actions are taken
  • Effectively work accounts calling all available numbers
  • Work to reach a resolution on accounts placed with our office
  • Promote and suggest urgent resolution of account(s) with consumer or authorized representative
  • Attempt to secure payments for current month (excluding states that prohibit)
  • Maintain and track accounts that have committed to a resolution
  • Follow up with consumers have indicated an interest in resolution
  • Adhere to call flow expectations of department
  • Work to exceed minimum expectations of production and work efforts set by management
  • Work and maintain individual worklists (Queues)
    • Including but not limited to:
      • Setting Reminders, Holds and Waits
      • Monitoring and working payers
      • Sending accounts to proper worklist (Queue)
  • Make all necessary updates in the collection system
    • Including but not limited to:
      • Accurately documenting accounts
      • Updated addresses, contact numbers, emails (Marking verified where necessary)
      • Updating account statuses, strategies, and queue locations
      • Sending accounts to proper worklist (Queue)
      • Removing wrong numbers and other contact information known to not be valid for consumer
      • Updating and documenting restrictions on account
  • Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time.
  • Maintain an up to date working knowledge of state and federal laws pertaining to debt collection
  • Maintain an up to date working knowledge of company and departmental policies
  • Maintain an accurate timecard, punching in/out when necessary
  • The Company reserves the right to change or assign other duties to this position as appropriate.
  • Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
    • Must be able to remain in a stationary seated position up to 85% of the work shift.
    • Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
    • Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
    • Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
    • Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
    • Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.

D.ACCOUNTABILITY/MEASUREMENT

Revenues and Profit Contribution by Portfolio

Measurement:

Collection liquidation Collection commissions Profit contribution Audit performance (Internal / external) Other measurements as developed and approved Urgency payments Work Efforts

Measurement:

Number of completed calls Number of Accounts worked Conversion Rate Other measurements as developed and approved Planning

Measurement:

Amounts that are set with future secured payments Future promises on promise logs Long term payment arrangements Organization

Measurement:

Queue organization Use of proper action result codes Use of proper status codes Positive image with clients and community Positive image with vendors Positive image with prospective clients Positive image with staff f Good working relationship with other CBE personnel in other divisions and subsidiaries.

CBE Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.