Collections Support 2 (Recovery Agent; Bilingual-Spanish)

About the Role

Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages and deescalates conflict when speaking to a customer. Ability to handle later-stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches for resolution. Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act (FDCPA) to make appropriate collection decisions. Demonstrates consistency in work processes and proficient use of multiple systems.

• Executes and exhausts all skip tracing resources to reach a decision maker.
• Applies all collection tools and payment options to resolve delinquency and minimize bad debt.
• Documents accounts and follow-ups appropriately.
• Self-motivated, dependable, and able to work productively in a dynamic, high-energy, rapidly changing environment.
• Competitive, persistent, and assertive.
• Engages in peer collaboration to share and implement collection best practices.
• Works with minimal supervision.
• Participates in special projects and performs additional duties as required.

Responsibilities

• Handles inbound and outbound collection calls.
• Manages work emails in a shared group inbox.
• Communicates effectively with customers to negotiate and obtain immediate payment for delinquent accounts.
• Educates customers on terms, conditions, and alternative payment methods.
• Manages multiple portfolios and risk levels.
• Uses judgment and experience to balance risk, quality, productivity, corporate objectives, and customer retention.
• Performs skip tracing on required accounts using multiple systems and tools.
• Performs additional duties and participates in special projects as required.

Requirements

• Bilingual: Fluent in Spanish (Required).
• High School Diploma with 1-2 years of experience in a related field.
• At least one year of transportation industry customer support experience.
• Basic accounting and skip tracing knowledge.
• Analytical skills and sound decision-making/judgment.
• Ability to maintain confidentiality of customer and company information.
• Organized with strong time management ability.
• Ability to be productive while maintaining quality.
• Results-oriented and self-motivated.
• Effective oral and written communication skills.
• Working knowledge of Google Sheets and FDCPA or other applicable Federal laws.
• Basic accounting knowledge and analytical skills.
• Flexible and adaptable to change.
• Detail-oriented with proficient computer skills, including Office and/or Google suite products.
• Familiarity with AI and eagerness to learn more.
• Must pass a successful background investigation.

Pay

Base pay range: $18.30 - $20.60 per hour.

Benefits

WEX offers a comprehensive and market-competitive benefits package designed to support personal and professional well-being, including:

• Health, dental, and vision insurance.
• Retirement savings plan.
• Paid time off.
• Health savings account and flexible spending accounts.
• Life insurance and disability insurance.
• Tuition reimbursement.