Bilingual Collection Agent, Consumer Resolution Specialist – Spanish/English

🕒 March 18

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

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Trusting Social

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🤖 Artificial Intelligence

💰 $65M Series C on 2022-04

Fintech • Artificial Intelligence

Trusting Social is an AI fintech company revolutionizing credit scoring using big data technology, and social, web, and mobile data. Our solution enables lenders in emerging markets to reach billions of "financially invisible" consumers not covered by credit bureaus. Founded in 2013 in the United States, we proudly served one billion consumers across Vietnam, Indonesia, India, and the Philippines in 2020 with our accurate, fast, and cost-effective solutions. Our mission is to make financial inclusion a reality in Southeast Asia and India within the next decade. We're achieving this through large-scale AI-based risk assessment, AI-first products for embedded finance, and sophisticated analytics. At Trusting Social, we value extreme ownership, data-driven approaches, mindfulness, and social impact. As a high-growth fintech company, we offer Enterprise Solutions for the lending industry and Co-Lending Partnerships. We're committed to providing innovative solutions to improve financial inclusion and credit access. With over 40 leading financial institution clients in Vietnam, we dominate consumer credit scoring, personal loan lead generation, and eKYC, and pioneer efforts to reimagine credit cards for mass consumers.

📋 Description

• Contact consumers in Spanish and English to negotiate payment arrangements • Build trust-based relationships with Spanish-speaking consumers experiencing financial hardship • Proactively identify opportunities to resolve accounts and drive positive outcomes • Navigate cultural sensitivities around money, family obligations, and financial stress • Quickly and effectively resolve disputes and complaints in both languages • Handle escalated collection cases requiring expert judgment • Document all interactions thoroughly for compliance and quality assurance • Follow up diligently to ensure payment commitments are met • Maintain expert knowledge of FDCPA, TCPA, CFPB, and state-specific collection regulations • Ensure every interaction meets legal and compliance standards • Stay current on regulatory updates and AI-driven engagement strategies • Provide feedback to improve AI agent performance with Spanish-speaking consumers

🎯 Requirements

• Native or fluent Spanish speaker with professional-level English proficiency • 5+ years proven collections experience in accounts receivable, debt collection, or consumer finance • Clean compliance record - no regulatory violations or disciplinary actions • Track record of meeting or exceeding collection goals and performance metrics • Deep knowledge of FDCPA, TCPA, and CFPB regulations • Exceptional negotiation and problem-solving skills in both Spanish and English • Ability to handle difficult conversations with empathy and persistence • Cultural competency working with diverse Latino communities (Mexican, Puerto Rican, Central American, etc.) • Proficiency with CRM systems, dialers, and omni-channel platforms • Self-motivated and accountable for remote work environment • Secure home office with reliable internet and private workspace

🏖️ Benefits

• Competitive salary (based on experience and location) • Performance bonuses tied to collection results • Full benefits package (health, dental, vision, 401k) • Equipment and technology provided • Flexible schedule within business hours • Professional development and compliance training