Bilingual Account Representative

About the role

This role manages a high-volume portfolio of business accounts, focusing on collections and account resolution in a professional, customer-focused manner. You will oversee approximately 400 active accounts with a total value exceeding $2.5 million, handling B2B collections primarily through email and internal systems. Ideal for someone detail-oriented, relationship-focused, and interested in a long-term career in financial services, collections, or customer operations within a stable, global organization.

Responsibilities

• Manage a portfolio of approximately 400 active business accounts with a total value exceeding $2.5 million, ensuring timely follow-up and resolution of outstanding balances.
• Review and monitor delinquent accounts on a regular basis, identifying past due balances and implementing appropriate collection strategies.
• Handle inbound and outbound communications related to account status and payment arrangements, primarily through email and the company’s collections lifecycle management (CLM) system.
• Work through approximately 50 customer cases daily while maintaining a high level of accuracy, professionalism, and customer service.
• Collaborate with internal departments, including Finance, Billing, and Customer Service, to resolve account inquiries, payment issues, and discrepancies.
• Research account discrepancies and assist clients with billing-related questions to ensure accounts are accurate and up to date.
• Maintain accurate customer records and update account information within company systems, ensuring data integrity and compliance with internal standards.
• Generate, review, and maintain reports related to account status and collections activity while consistently meeting established department deadlines.
• Balance collection goals with a professional, customer-focused approach, preserving strong business relationships while achieving performance targets.
• Ensure all communications are clear, professional, and timely, reflecting the company’s standards and commitment to service.
• Use data entry skills to record and track all collection activities and customer interactions in the CLM and other internal systems.
• Contribute to a collaborative team environment by sharing information, supporting colleagues, and participating in ongoing training and development.
• Demonstrate curiosity, openness to feedback, and a positive attitude to continuously improve performance and support team success.

Essential Skills

• At least 12 months of office, administrative, customer service, billing, accounts payable, or related professional experience.
• Strong customer service and relationship-building skills, with the ability to interact professionally with business clients.
• Excellent verbal and written communication abilities, including clear and concise email communication.
• Comfort managing multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Basic proficiency with Microsoft Office, including Excel, for tracking accounts and generating reports.
• Strong attention to detail and organizational skills to handle a high volume of cases and maintain accurate records.
• Positive attitude with a willingness to learn and develop new skills through training and feedback.
• Self-motivated with a strong work ethic and commitment to achieving individual and team goals.
• Ability to perform data entry accurately and efficiently in internal systems and CLM tools.
• Bilingual communication capability, with the ability to work effectively in more than one language (Spanish preferred).

Additional Skills & Qualifications

• Experience in billing, accounts payable, accounts receivable, or collections, particularly in a B2B environment.
• Background working in financial services or professional services settings.
• Experience handling high-volume customer interactions and managing a substantial case load.
• Familiarity with insurance or third-party collections industries.
• Experience using collections lifecycle management (CLM) systems or similar tools.
• Demonstrated curiosity, eagerness to learn, and openness to feedback.
• Ability to work collaboratively in a team-oriented environment and contribute to shared goals.
• Interest in building a long-term career in financial services, collections, or customer operations.

Work Environment

The role is based in a professional office in Downers Grove, within a smaller office of approximately 10 or more colleagues seated in three rows. The environment is generally quiet and professional, with team members focused on client meetings and case management. The position follows a hybrid work model with mandatory in-office days on Monday and Tuesday and the option to work from home for the remainder of the week. Additional office days may be required for senior leader visits or important meetings. Hybrid flexibility is tied to strong performance and reliable attendance; employees who do not meet expectations may be required to return to the office more frequently.

The company operates within a global organization with approximately $2 billion in annual revenue and a long-established third-party collections division with over 25 years of client support. Employees benefit from a stable, supportive culture where many team members have tenure of more than 10 years, fostering a collaborative environment with hands-on training and mentorship. The company invests heavily in training and development and offers team-based monthly bonus opportunities, typically ranging from $200 to $300 per month based on overall team performance.

Dress code is standard professional office attire appropriate for a corporate environment.

Pay

The pay range for this position is $23.00 – $25.00/hr. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)