Collections Specialist

Description:

Job Description Summary: As a Spanish Collections Negative Balance Specialist, your goal is to deliver best-in-class service to our customers while taking problem solving and customer service to a new level. You will also uphold the highest level of customer service while supporting customers who find themselves financially (or non-financially) vulnerable. As a Spanish Collections Negative Balance Specialist, you will engage with PayPal customers where a missed payment has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to avoid help them get back on track whether this be short term or long term difficulties. You will ascertain what level of support each customer needs, based on their unique situation, and have access to a number of Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer circumstance and always put the customer at the forefront.

Job Description:

This is an entry level role, so previous experience is not a requirement

Responsibilities:

• Reach out to customers via an automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing
• Construct individually tailored solutions while following FCA guidelines (TCF, Vulnerable customers etc)
• Educate customers on different forbearance options available and relevant impact to Credit Bureaus
• Maintain and promote a positive attitude while meeting production and quality goals
• Display initiative to take on additional responsibilities geared towards professional growth and development
• Ensure quality and “right customer outcome” is upheld for every customer contact

Competencies:

• Customer Focus
• Drive for Results
• Problem Solving
• Composure
• Listening
• Functions/Technical Skills
• Teamwork

Preferred Qualifications:

• Strong communication skills, be great at customer interaction
• Strong verbal (phone) communication skills: actively listen and speak clearly to customers
• Strong written (email) communication skills: use proper grammar and punctuation
• Well-developed sense of urgency and follow through

Job Requirements:

• Fluency in English & Spanish
• Strong computer literacy (Internet, Microsoft Office - Outlook, Word, and Excel)
• Ability to develop and maintain professional working relationships with co-workers and peers
• Ability to adapt to an ever-changing environment which requires flexibility
• Have a passion for helping and resolving customer issues