Collection Specialist-Customer Service

Gulf Coast Collection Bureau (GCCB) is seeking a motivated and professional Bilingual Collection Specialist (English/Spanish) to join our Operations team. The ideal candidate will communicate with consumers regarding outstanding accounts, negotiate payment arrangements, and provide exceptional customer service while maintaining compliance with all applicable laws and company policies.

Responsibilities

• Contact consumers using a predictive dialing system, inbound calls, outbound calls, and chat communications.
• Communicate effectively in both English and Spanish to assist a diverse consumer population.
• Negotiate payment arrangements, settlements, and account resolutions while maintaining compliance with company policies and regulatory requirements.
• Document all account activity accurately and thoroughly within company systems.
• Maintain compliance with all applicable regulations, including FDCPA, FCCPA, FCRA, HIPAA, and internal company policies.
• Adhere to the ACA International Code of Ethics.
• Review account information, billing details, explanations of benefits, and service dates with consumers as needed.
• Gather and verify insurance information when accounts require insurance billing or additional coverage verification.
• Submit clear and complete requests to internal departments for insurance follow-up, compliance reviews, disputes, accounting inquiries, workers' compensation claims, attorney representation, and estate matters.
• Follow up on broken payment promises and unresolved account issues.
• Process payments accurately and establish payment plans according to company guidelines.
• Follow client-specific work plans and account management procedures.
• Escalate consumer concerns, complaints, or supervisor requests promptly to ensure excellent customer service.
• Request required notices and documentation to support timely account resolution.
• Participate in required training programs and ongoing professional development.
• Meet established productivity, quality, attendance, and compliance expectations.
• Perform other duties as assigned by management.

Requirements

• Fluent in both English and Spanish (verbal and written communication).
• High school diploma or equivalent.
• Strong communication, negotiation, and customer service skills.
• Basic computer proficiency and ability to navigate multiple systems.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Strong attention to detail and organizational skills.

Qualifications

• Previous collections, customer service, call center, healthcare revenue cycle, or accounts receivable experience (preferred).
• Experience working in a compliance-driven environment (preferred).

Benefits

• Competitive compensation
• Paid training
• Career growth and advancement opportunities
• Supportive team environment
• Comprehensive benefits package
• Ongoing professional development

Pay

$15/hour

This position has no supervisory responsibilities.