Bilingual Account Representative 1

Summary: The Bilingual Account Representative works in the Housing Servicing Department to deliver customer service via phone, fax, mail, or email. The Account Rep handles existing customer questions, complaints, and billing inquiries.

Essential Duties and Responsibilities:

• Working with customers to bring their account up to date (accounts currently in collections).

• Provides excellent customer service by assisting customers with questions, complaints, and billing questions.

• Take inbound calls from customers and make outbound calls to customers.

• Documenting and verifying all contacts

• De-escalate situations involving dissatisfied customers by helping and supporting the customer.

• Assists in the training of new employees.

• Assist other departments as needed with translating for customers.

• Comply with all internal and external regulations.

• Performs other duties as assigned.

Qualifications

• High School Diploma or GED equivalent Skills and Abilities

• Bilingual – REQUIRED

• Proficient in Microsoft office suite

• Previous Collections experience a plus, but not required

• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.

• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.

• Understand and comply with bank policy, laws, regulations as applicable to your job duties.