Bilingual Collections Specialist

Neostella is recruiting a Bilingual Collections Specialist for Provana. This role involves managing outstanding balances, contacting customers for overdue payments, and providing excellent service in English and Spanish. The specialist will handle a portfolio of accounts, negotiate payment solutions, process payments, and ensure compliance, all while meeting collection targets in a fast-paced environment.

Must Have

• Contact customers via phone, email, or messaging to collect overdue payments.
• Manage a portfolio of accounts, ensuring timely follow-ups and accurate documentation.
• Identify reasons for delinquency and offer appropriate payment solutions.
• Maintain professional and empathetic communication.
• Process payments, update account information, and ensure accurate record-keeping.
• Escalate complex cases to appropriate teams.
• Meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Collaborate with internal teams to resolve customer disputes or billing issues.
• Provide status reports on delinquent accounts and recovery progress.
• Ensure compliance with local regulations and company standards in both languages.
• Fluent English and Spanish (B2–C1).
• 1–3 years of experience in collections, credit management, customer service, or BPO.
• Strong negotiation and conflict-resolution skills.
• Ability to handle difficult conversations professionally and with tact.
• Strong organizational skills and high attention to detail.
• Ability to work under pressure and meet performance targets.
• Excellent verbal and written communication in both languages.

Good to Have

• Familiarity with collections systems, CRM tools, or ticketing platforms.

Description

Neostella is managing the recruitment process for this position in partnership with Provana. The selected candidate will be employed directly by Provana, not Neostella.

We are seeking a Bilingual Collections Specialist to manage the timely recovery of outstanding balances while providing exceptional customer service to our clients. This role requires strong communication skills in both English and Spanish, attention to detail, and the ability to work in a fast-paced environment. The ideal candidate is proactive, empathetic, and able to negotiate payment solutions effectively.

Key responsabilities

• Contact customers via phone, email, or messaging platforms to collect overdue payments.
• Manage a portfolio of accounts, ensuring timely follow-ups and accurate documentation.
• Identify the reason for delinquency and offer appropriate payment solutions or arrangements.
• Maintain professional and empathetic communication while adhering to company policies.
• Process payments, update account information, and ensure accurate record-keeping.
• Escalate complex cases to the appropriate team (billing, legal, credit risk) when needed.
• Meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Collaborate with internal teams to resolve customer disputes or billing issues.
• Provide status reports on delinquent accounts and recovery progress.
• Ensure compliance with local regulations and company standards in both languages.

Requirements

• Bilingual: Fluent English and Spanish (B2–C1).
• 1–3 years of experience in collections, credit management, customer service, or BPO.
• Strong negotiation and conflict-resolution skills.
• Ability to handle difficult conversations professionally and with tact.
• Familiarity with collections systems, CRM tools, or ticketing platforms (preferred).
• Strong organizational skills and high attention to detail.
• Ability to work under pressure and meet performance targets.
• Excellent verbal and written communication in both languages.

Benefits

*All resumes must be sent in English*