Bilingual Processing Agent

About the role

The Bilingual Processing Agent serves as a critical link between Blue Line Solutions, law enforcement agencies, and the public. This position is responsible for processing citations, handling inbound and outbound customer calls, collecting citation payments, answering inquiries, and providing exceptional customer service while maintaining accuracy, professionalism, and confidentiality.

Essential Functions

• Handle inbound and outbound phone calls regarding citations, payments, court information, address updates, and general inquiries.
• Provide professional, courteous, and accurate information to members of the public in both English and Spanish.
• Assist Spanish-speaking customers by explaining citation information, payment options, court information, and company processes.
• De-escalate difficult conversations while maintaining professionalism and empathy.
• Document customer interactions accurately within company systems.
• Maintain confidentiality while handling sensitive customer information.
• Process citations accurately and efficiently using company software and systems.
• Review records for completeness and accuracy.
• Process address updates, payments, correspondence, and related documentation.
• Maintain quality standards while meeting productivity expectations.
• Ensure confidential information is handled appropriately.
• Communicate professionally with law enforcement agencies, Chiefs of Police, government officials, and internal team members.
• Provide bilingual support as needed for customer interactions and departmental operations.
• Aid with special projects and operational initiatives as assigned.
• Support Mail Room operations and other departmental functions as needed.
• Participate in training, meetings, and continuous improvement initiatives.

Performance Expectations

• Maintain established department standards for productivity, quality, attendance, and customer service.
• Successfully perform both phone-related duties and citation-processing responsibilities.
• Meet department performance metrics as established and communicated by management.
• Maintain regular and reliable attendance.
• Demonstrate professionalism and responsiveness when interacting with customers, agencies, and coworkers.
• Adapt to changing workloads, priorities, and operational needs.

Physical & Mental Requirements

• Use a computer, keyboard, mouse, telephone, headset, and multiple monitors throughout the workday.
• View and interpret information displayed on computer screens.
• Communicate effectively by telephone and electronic means in both English and Spanish.
• Sit, stand, walk, and change positions throughout the workday, with or without reasonable accommodation.
• Perform repetitive hand, wrist, and finger movements associated with computer work.
• Manage multiple tasks simultaneously while maintaining accuracy and professionalism.
• Work independently and as part of a team.
• Remain available and engaged during scheduled work hours, except during approved breaks, lunches, accommodations, or approved leave.

Education & Experience

• High School Diploma or GED.
• Fluency in both English and Spanish (written and verbal).
• Strong communication and customer service skills.
• Basic computer proficiency.
• Ability to communicate clearly, professionally, and effectively in both languages.

Preferred

• Previous call center, customer service, administrative, collections, or records-processing experience.
• Experience handling confidential information.
• Experience working with government agencies, law enforcement agencies, or public-facing services.
• Experience utilizing payment-processing systems, CRM platforms, or records-management software.
• Previous experience providing bilingual customer support.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Paid Time Off
• Paid Holidays
• Additional company-sponsored benefits as applicable

Why Work at Blue Line Solutions?

Be part of a mission-driven organization dedicated to saving lives and supporting public safety. Lead and shape a critical function within a growing company. Work alongside a team that values integrity, accountability, and execution. Play a direct role in scaling a company with national impact. Join a culture focused on ownership, collaboration, and continuous improvement.

Blue Line Solutions is an Equal Opportunity Employer

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

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