Bilingual Account Specialist

About This Role

This role involves working with clients on pre-charge-off and post-charge-off collections, including repossession assignments. Key responsibilities include managing complex account relationships with an emphasis on legal matters, resolving client complaints, and leading team members. The specialist applies knowledge across all stages of delinquency, including recovery and repossession, and works in environments requiring advanced problem-solving, negotiation, and coaching capabilities.

Responsibilities

• Contact delinquent, charged-off, or high-risk clients to secure payment and determine the reason for delinquency on active accounts
• Work with clients to establish full balance repayment plans or settlements
• Serve as a liaison to administrative areas within the bank and administer wire transfers, payments, deposits, advances, short sales, and settlements
• Ensure document compliance and security perfection, as well as collateral monitoring and maintenance
• Execute procedures to meet production deadlines, successfully execute service level agreements, and manage relationships within the internal department and with business partners
• Work in ownership-based collection environments conducting special research and other project assignments

Requirements

• Proficient in Spanish and English
• Current or recent CVL Insurance Claims call handling experience
• Current or previous customer delight experience
• Demonstrated organization skills in a fast-paced environment, including the ability to multitask and attention to detail, including with quality score results
• Strong communication, empathy, and problem-solving skills
• Goal-driven and results-oriented
• Ability to work well in a team-oriented environment
• Ability to embrace change
• Proficiency with Office applications such as Excel
• Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Important Details

• Shift: 1st shift
• Hours Per Week: 40

About the Company

At Bank of America, the company is guided by a common purpose to help make financial lives better through the power of every connection. They do this by driving Responsible Growth and delivering for their clients, teammates, communities, and shareholders every day. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development.