Bilingual Loan Servicing Collections Specialist
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Loan Servicing Collections Specialist based in the United States.
This remote role focuses on supporting customers with past-due loan accounts through professional, solutions-oriented servicing and collections.
You will communicate with customers through phone, email, SMS, and online chat to understand their circumstances and help resolve delinquencies.
The position combines customer service, payment plan development, hardship assistance, and portfolio management responsibilities.
You will work closely with team leads and supervisors while managing individual performance against established service and collections KPIs.
Your work will help improve portfolio health while building positive, respectful relationships with customers.
The role is well suited to an experienced collections professional who is comfortable working in a fast-paced, metrics-driven environment.
Fluency in both English and Spanish is essential for serving a diverse customer base and handling bilingual interactions and documentation.
Accountabilities
Conduct inbound and outbound communications with customers regarding past-due loan accounts through phone, email, SMS messaging, and online chat.
Engage customers professionally to understand their circumstances, address delinquency, and identify appropriate paths toward resolution.
Establish payment arrangements and assist eligible customers with enrollment in hardship assistance programs designed to help prevent future delinquency.
Contribute to overall portfolio health by proactively servicing and supporting customers with overdue accounts.
Build productive customer relationships through exceptional service, empathy, professionalism, and effective collections practices.
Respond to customer questions and concerns while professionally resolving escalated service issues whenever possible before further escalation.
Maintain accurate and compliant customer communications and follow established loan servicing guidelines and procedures.
Consistently meet individual performance targets and key performance indicators established by team leadership.
Monitor collections activity and apply relevant call-center and servicing practices to support effective account resolution.
Work collaboratively with Team Leads, Collections Supervisors, and other colleagues to resolve customer issues and achieve team objectives.
Adapt to changing priorities, processes, and business requirements while maintaining a high standard of customer service.
Perform additional servicing, collections, and operational responsibilities as assigned.
Fluency in both English and Spanish, with the ability to confidently conduct customer interactions, calls, and written communications in both languages.
3+ years of loan servicing experience, preferably within collections and particularly involving unsecured, debt consolidation, or personal loans.
Previous call center experience in a customer service, collections, lending, or financial services environment.
High school diploma or equivalent required; a bachelor’s degree is preferred.
Familiarity with call-center technologies and collections performance metrics such as ACD, IP, PTP, RPC, and related measures.
Proficiency with Microsoft Office and Google Workspace/Google Suite.
Excellent verbal and written communication skills, with a professional and customer-focused approach.
Strong multitasking and organizational abilities, with the capacity to manage multiple customer interactions and priorities effectively.
Ability to exercise sound judgment and handle sensitive or challenging customer situations professionally.
Flexibility and adaptability when priorities, processes, or business direction change.
Strong team-oriented approach and ability to communicate changes and information effectively with colleagues.
Professional presentation, demeanor, and interpersonal skills.
Ability to work independently while remaining aligned with established servicing, compliance, and performance expectations.
Must be located in the United States and able to work remotely from a dedicated, private workspace that supports confidentiality and compliance requirements.
Availability to work Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time.
Remote, full-time position for candidates located within the United States.
Base compensation of $20-$23 per hour, depending on experience.
Additional bonus opportunities.
Ongoing training and professional development.
Opportunities for career advancement and growth.
Medical, dental, and vision insurance.
Company-paid group life and AD&D insurance.
Short-term and long-term benefits designed to support employee wellbeing.
7 paid holidays plus 2 floating holidays that can be used at the employee’s discretion.
Paid time off.
Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
Employee Assistance Program (EAP).
401(k) plan with company matching.
Employee referral program.
Remote work flexibility with a focus on professional customer service and operational performance.