Bilingual Collections Specialist I, Customer Care

About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Key Responsibilities:

• Assist account owners or authorized individuals by providing accurate, timely information and resolving account-related inquiries
• Collect, document, and update account information during phone interactions
• Negotiate payment arrangements and collect payments when applicable
• Investigate account history, conversations, and documentation to determine appropriate resolutions
• Apply appropriate solutions including status updates, call routing, documentation, and follow‑up actions
• Maintain integrity and accuracy of all systems through thorough documentation and updates
• Adhere to all federal, state, and company compliance requirements, including FDCPA regulations
• Contact consumers through inbound and outbound calls, including use of manual and auto dialers
• Maintain established levels of productivity, efficiency, and quality performance
• Achieve or exceed Quality Assurance and Internal Quality standards, with a minimum expectation of 97% across applicable audits and measures
• Effectively manage sensitive or emotional conversations with professionalism, objectivity, and empathy
• Perform administrative and other duties assigned by management

Qualifications & Skills:

• Bilingual REQUIRED
• Call center, customer service, collections, sales, telemarketing, or financial services experience preferred (not required)
• Strong verbal and written communication skills
• Ability to remain calm, professional, and empathetic during challenging interactions
• Payment negotiation experience preferred but not required
• Strong problem‑solving, investigation, and analytical abilities
• Ability to quickly learn and apply a broad range of accounts and regulatory knowledge
• High attention to detail with excellent documentation practices
• Ability to work independently with minimal supervision
• Flexibility with job functions and scheduling
• Strong integrity, work ethic, and commitment to confidentiality
• Computer proficiency, including Microsoft Office and the ability to navigate multiple systems simultaneously
• Efficient and accurate data entry and typing skills
• Must become company‑certified in FDCPA compliance

Educational Requirements:

• High School Diploma or GED required

Work Schedules:

• Contact center operating hours:
• Monday–Thursday: 8:00am–9:00pm
• Friday: 8:00am–7:00pm
• Saturday & Sunday: 9:00am–5:00pm
• Stable shift schedule (does not vary week to week)
• Full‑time, 40 hours per week
• Premium pay for shifts that include Mondays, Saturdays, and Sundays

Current Work Schedules:

• 8:00am-4:30pm: Tuesday-Friday & 9:00am-5:00pm on Saturday's--OFF Sunday's & Monday's
• 9:30am-6:00pm: Tuesday-Friday & 9:00am-5:00pm on Saturday's--OFF Sunday's & Monday's
• 9:30am-6:00pm: Monday-Friday--OFF Weekends
• 10:00am-9:00pm: Monday-Thursday--OFF Friday, Saturday, & Sunday
• 11:30am-8:00pm: Monday-Thursday & 10:30am-7:00pm on Friday's--OFF Saturday's & Sunday's

What We Offer:

• Competitive hourly pay: $20.00–$21.00 based on experience
• Monthly incentive opportunities:
• Collections commission plan with uncapped earning potential
• Eligibility for role leveling and promotion as early as 6 months
• Long‑term career growth: over 60% of roles filled internally
• Annual merit increases based on performance
• Comprehensive healthcare benefits, including:
• Wellness discounts
• Company HSA contributions up to $1,600
• Free preventative medications for chronic conditions
• On‑site clinic with nurse practitioner
• Supplemental benefits including parental leave, infertility and adoption assistance, mental health support, free physical therapy resources, life insurance, and pet insurance
• Safe Harbor 401(k) with company contributions up to 4.5%
• Casual work environment
• On‑site fitness center
• Company‑paid downtown parking (up to $1,000 annually)
• Tuition reimbursement of up to $5,000 annually (restrictions apply)
• Employee Referral Bonus Program
• Dependent Scholarship Program
• Community involvement and volunteer opportunities
• Special awards, contests, and recognition incentives
• Opportunity to work with a supportive, high‑performing team