Bi-Lingual Collections Agent (REMOTE)

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market, offering money solutions in over 800 storefront locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

About the role

This position is responsible for contacting and successfully negotiating with customers to collect payment on overdue, defaulted, or write-off loans or other payments. This role acts as the liaison between creditors and customers through managing overdue accounts. Other duties as assigned.

Responsibilities

• Support, influence, and advise customers on payment options for debt recovery.
• Execute strategies for collection processes and procedures, including negotiating payment plans based on company-approved guidelines.
• Build positive rapport with different types of customers over the phone to retain customer loyalty while initiating processes for collection of payments.
• Initiate and handle both inbound and outbound calling to collect debt.
• Handle Advance America Collection contacts professionally, demonstrating empathy, assertiveness, tact, and resilience.
• Achieve set revenue targets and call quality objectives.
• Maintain questioning and listening skills that support effective telephone, email, chat, and text communication.
• Understand, adhere to, and enforce all corporate policies, including Advance America’s Creed, Code of Ethics, and Information Security Policies.
• Assist in collection efforts with customers requiring a Spanish-speaking collections agent.

Requirements

• High School Diploma or GED.
• Minimum of one year of call center or customer service-related experience.
• Three years of collections experience at a high-volume call center.
• Bilingual in Spanish.
• Demonstrated critical thinking, negotiating, and problem-solving skills.
• Background in a fast-paced work environment is a plus.
• Excellent written and verbal communication skills in both English and Spanish.
• Adaptability and flexibility to changing environments.
• Comfortable working in a dynamic, high-volume, fast-paced environment.
• Ability to read, write, evaluate, and apply information.
• Ability to interact professionally and exhibit appropriate social skills.
• Ability to understand and ensure compliance with policies, procedures, and laws governing the industry/business and products.
• Ability to develop and maintain business relationships.
• Must be eligible to work in the USA and able to pass a background check.

Physical Requirements

• Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting.
• Frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.
• Typing; data entry; grasping; transferring items between hands and/or to another person or receptacle.
• Use of office equipment, including computers.
• Ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Schedule

Ability and flexibility to work hours as assigned between 8:00 am and 10:00 pm Monday – Friday, 8:00 am and 3:00 pm on Saturdays, and potential Sunday hours as determined by business necessity.

Benefits

• Competitive wages.
• Health and life benefits.
• Health Savings Account plus employer seed.
• 401(k) Savings Plan with company match.
• Paid parental leave.
• Company-paid holidays.
• Paid Time Off, including volunteer time.
• Tuition reimbursement.
• Business casual environment.
• Rewards and recognition program.
• Employee Assistance Program.
• Office in downtown Greenville offering free parking, onsite gym, free snacks/drinks.