Account Resolution Representative Bilingual

2+ years of account resolution, customer contact, customer service, or sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
Bilingual speaking proficiency in Spanish/English.

Perform moderately complex customer support tasks when evaluating customer situations to provide relevant solutions
Proactively seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
Refer more complex issues to more experienced Account Resolution Representatives
Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers.

Ability to manage to production goals, deadlines, and various metrics.
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
Intermediate Microsoft Office skills.
Ability to negotiate, influence, and collaborate to build successful relationships.
Ability to work effectively in a team environment.
Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
Customer service focus with the ability to listen to customer needs and recommend solutions.
Excellent verbal, written, and interpersonal communication skills.
Good analytical skills with high attention to detail and accuracy.
Solid conflict management and decision-making skills.
Strong telephone etiquette skills.