Collector (Spanish Speaking)

About the role

The Collector is responsible for collecting payments and offering payment solutions on primarily early-stage delinquent accounts (1-30 days past due) to cure delinquency, prevent roll-forward into late-stage collections, and support overall portfolio performance, including net loss outcomes. This position manages inbound and outbound call volumes for Car/Van accounts, ensuring a compliant, customer-centric collections experience while driving disciplined execution of approved strategies and procedures. The role also collaborates closely with peers across Mexico and the United States to ensure a consistent and seamless customer experience.

Responsibilities

• Collects delinquent payments and secures payment commitments from customers through phone and written communications, ensuring full compliance with regulatory requirements.
• Negotiates appropriate payment solutions for customers unable to make immediate payments, supporting effective resolution of delinquent accounts.
• Delivers a high standard of customer service to both external and internal stakeholders, maintaining professional phone etiquette and ensuring timely and effective follow-up.
• Performs additional research to locate clients and collateral when contact is challenging, including:
  • Accessing customer files in ECM
  • Calling customer references on file
  • Updating customer demographic information
  • Conducting in-depth location of customers via internet resources
• Adheres to established compliance controls, strategies, and procedures when managing accounts and customer interactions.
• Follows approved processes and guidelines, identifies potential risks or gaps during account handling, and promptly escalates issues as needed.
• Monitors individual performance against key metrics such as cure rates, roll rates, productivity, call quality, and adherence, ensuring alignment with operational targets and contributing to overall portfolio performance.
• Offers feedback and recommendations on current processes and training reference materials.

Requirements

• 2 years of Collections and/or Customer Service experience preferred
• Ability to offer short- and long-term solutions to customers
• Strong customer service mindset while ensuring efficient and professional support
• Provide effective payment solutions to customers while supporting collection objectives

Skills

• Analytical skills
• Proficiency in MS Office
• Problem-solving skills
• Customer service focused
• Driven and self-motivated
• Team player
• Bilingual in English and Spanish with fluency in reading, writing, and speaking required