Bilingual (Spanish-English) Operations Coordinator - Collections & Recoveries

Mission Lane combines data, technology, and exceptional service to empower millions toward financial success. Join us in this mission!

Role Overview:

We are hiring Bilingual (Spanish-English) Operations Coordinators for our Collections & Recoveries team. Your role involves having direct, honest conversations with customers to help them get their accounts back on track, ensuring fairness and respect.

The Impact You’ll Make:

A customer may be behind on a credit card payment. They know what they owe but are unsure if taking your call will worsen their situation. Your role is to provide clarity, listen, and help them create a workable plan.

As an Operations Coordinator, you will:

• Engage with customers who are behind on payments, understand their circumstances, and directly address what is owed, either in full or through a payment plan.
• Navigate through customer pushback and objections, maintaining patience and persistence to reach a mutually beneficial plan.
• Follow established scripts, tools, and account guidelines to ensure consistent, professional, and compliant conversations.
• Assess conversations quickly and adjust your approach while keeping the objective clear.
• Maintain accurate and timely records of every call and its outcomes in our systems.
• Meet daily and weekly targets for collections, call quality, and productivity.
• Actively incorporate coaching and feedback into your next call.
• Flag any unusual issues (complex accounts, disputes, technical issues) to your manager immediately.
• Stay actively engaged with your team throughout your shift in Collaboration Room AI, our virtual, video-based team space.

Qualities for Success:

• Ability to be both firm and fair in conversations.
• Comfort in directly requesting payment while remaining patient and persistent.
• Staying calm and in control during tense conversations.
• Seeking out and applying feedback.
• Adherence to structure and consistency, following procedures accurately.
• Enjoyment of being part of a connected, engaged remote team.

Minimum Qualifications:

• 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar).
• Strong verbal and written communication skills in both English and Spanish.
• Ability to consistently meet performance expectations in a metrics-driven environment.
• Ability to work remotely while maintaining an active presence in Collaboration Room AI (camera on outside of breaks and lunch).
• Fast, reliable internet (minimum 80 Mbps download / 8 Mbps upload) and a private, quiet workspace.

Preferred Qualifications:

• Direct experience in consumer debt resolution.
• High school diploma or GED.
• Familiarity with contact center technology (e.g., dialers, case management tools).
• Comfort with call center metrics.
• Professional fluency in English and Spanish.
• Proficiency with key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack.
• Working knowledge of relevant financial regulatory requirements (e.g., FDCPA, TCPA, FCRA, BSA, SCRA, MLA, UDAAP).

Work Location & Virtual Team Culture:

• Remote position available for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, and VA.
• Highly supportive virtual team environment using Collaboration Room AI, Slack, and Google Meet for communication, coaching, and team huddles.

Schedule:

• Shift options may include:
• Shift A: M-F, 8:30 AM - 5:00 PM Eastern Time
• Shift B: M-F, 10:30 AM - 7:00 PM Eastern Time
• Shift C: M-F, 12:30 PM - 9:00 PM Eastern Time