Clerical - Collector (Spanish Speaking)

The Mexico 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. Additionally, the 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. This 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.

• When contact is a challenge, perform additional research to locate clients and collateral by obtaining phone numbers and address for delinquent customers through authorized means (including, but not limited to the following actions):
- Customer file in ECM
- Calling customer references on file
- Updating customer demographic information
- 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.

• Offer feedback and recommendations on processes currently in place and training reference materials.

Qualifications:

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

Skillset:

• Analytical skills
• Microsoft Office
• Problem solving skills
• Customer service focused; driven & self-motivated; team player; Bilingual in English and Spanish with fluency in reading, writing, and speaking required