Customer Experience Specialist, Bilingual (English & Spanish)

InDebted

  • Philippines
  • Permanent
  • Full-time
  • 7 days ago
About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.As a Bilingual Customer Experience Specialist, you will deliver an unmatchedexperience to customers taking their first step toward financial fitness by resolving past-due accounts. In this role, you will engage with customers via digital channels (email, SMS, live chat) and, when needed, provide verbal communication in Spanish and English to address inquiries, negotiatepayment solutions, and achieve optimal outcomes. You will balance the need to maximise collections performance with delivering exceptional customerexperiences, adhering to regulatory requirements, and following internal processes. Success in this role requires a blend of empathy, bilingual communication skills, compliance, and performance-drivencollections strategies.If you thrive in a fast-paced environment, see challenges as opportunities to innovate, and are motivated by helping change the world of debt recovery for good, this is the perfect fit for you.Duties and Responsibilities:
  • Customer Engagement & Negotiation:
  • Leverage exceptional written and verbal communication skills (English and Spanish) to interact effectively with customers via email, SMS, live chat, and phone, ensuring empathy and clarity in every interaction.
  • Utilise effective negotiation techniques to drive mutually beneficial outcomes, securing payments while maintaining positive customer relationships.
  • Handle inbound customer communications through multiple channels, focusing on payment-related queries and solutions.
  • Strive to resolve inquiries at the first point of contact, reducing the need for follow-ups.
  • Assess and understand customers' situations to guide them toward favorable resolutions.
  • Collections & Compliance:
  • Apply collections experience to assist customers in creating and committing to repayment plans aligned with their financial circumstances and company objectives.
  • Accurately document all communications, payment commitments, and resolutions for audit and reporting purposes.
  • Ensure compliance with all relevant laws, regulations, policies, and procedures.
  • Meet and exceed key performance metrics such as first-contact resolution, response times, collections performance, QA scores, and customer satisfaction.
  • Continuous Improvement & Collaboration:
  • Identify and recommend process or technology improvements based on customer interactions.
  • Handle challenging conversations with professionalism, maintaining a positive and respectful tone.
  • Participate in ongoing training to enhance bilingual communication, negotiation, and collections skills.
  • Collaborate cross-functionally to support operational excellence and customer success.
Experience and Skills:
  • Bilingual fluency in English and Spanish (written and verbal).
  • Demonstrated experience in collections, with the ability to manage sensitive financial conversations tactfully.
  • Proven ability to manage multiple customer interactions across digital channels.
  • Strong self-motivation, adaptability, and problem-solving skills.
  • Proficiency with web-based tools and systems for customer interaction and documentation.
  • Reliability to meet dynamic business needs and performance targets.
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!

InDebted