Operations Coordinator, Collections, Bilingual – English/Spanish
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Job Description
Operations Coordinator on Collections team at Mission Lane engaging customers for financial recovery. Bilingual (English/Spanish) role providing support and negotiating repayment solutions in a remote environment.
Responsibilities:
- Represent Mission Lane, professionally engaging with customers over the phone in regards to past due payment.
- Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions.
- Approach customers with dignity and respect, identifying reasons for account delinquency.
- Skillfully negotiate and problem-solve to secure mutually beneficial repayment solutions.
- Maintain strict adherence to all company policy, procedures, and regulatory requirements, while consistently delivering high-quality customer service.
Requirements:
- 1+ year(s) of professional experience in a customer-focused, solutions-oriented role
- Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections
- Fluency in both English & Spanish, with exceptional verbal and written communication skills
- Problem solving skills to rapidly identify customer needs and recommend effective, tailored solutions
- Composure when handling challenging conversations and the ability to de-escalate
- Ability to balance empathy and persuasion to facilitate customer repayment
- Tech-savvy, with the ability to quickly learn new software and systems
- A growth mindset, open to feedback and continuous improvement
Benefits:
- Wellness stipend: $100 monthly
- Internet stipend: $40 monthly
- Paid Time Off (PTO)
- Company paid holidays
- Health, dental, and vision benefits
- Parental leave
- Retirement savings: 401(k) plan with company matching
- IT equipment: Provided for your role during employment
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