Bilingual Customer Solutions Professional - Mortgage Collections

Job description

Summary A Customer Solutions Professional (CSP) plays a pivotal role in the consumer collections department and is responsible for driving revenue and meeting monthly collection goals by contacting customers, including Spanish-speaking individuals, to discuss their account status, and negotiate optimal payment arrangements on behalf of our clients. Essential Functions: - Communicate fluently and professionally with Spanish-speaking customers, providing accurate translations and culturally sensitive solutions that align with company practices. - Monitor assigned queues and follow up accordingly. - Deliver an exceptional customer experience through empathetic and solution-oriented interactions. - Review ongoing workout plans with customers, evaluate their needs & issues and counsel them appropriately. - Analyze credit reports, loan histories, personal records & assets and make recommendations to managers. - Ensure compliance with federal, state & local regulations pertaining to collections and bankruptcy practices. - Document customer interactions thoroughly and accurately within RTR’s collections system. Qualifications and Skills: - Bilingual fluency in English and Spanish is requir...