MH Bilingual Account Representative

Description

Position at FirstBank

Hours:

Monday - Thursday 11:00am - 8:00pm

Friday 8:30pm - 5:30pm

Summary:

The MH Bilingual Account Representative works in our Specialty Lending Group/Manufactured Housing Servicing Department to deliver prompt, accurate, courteous customer service via phone, fax, mail, or email. The Bilingual Account Rep handles existing customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Essential Duties and Responsibilities:

• Communicate with customers whose accounts are in collections to support payment resolution
• Provide clear, empathetic, and professional support for billing inquiries and complaints
• Handle a high volume of inbound and outbound calls (approximately 80-140 daily)
• Document all customer interactions, including contact details, inquiry type, and resolution
• De-escalate challenging situations with patience and problem-solving skills
• Support onboarding and training of new team members
• Meet monthly performance goals and service benchmarks
• Collaborate with other departments to assist with customer translation needs
• Ensure compliance with internal policies and external regulations
• Perform additional duties as assigned to support team success

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High School Diploma or GED equivalent
• Previous collections or customer service experience a plus

Skills and Abilities

• Bilingual in Spanish required
• Strong communication skills-written, verbal, and reading comprehension
• Proficient in Microsoft Office (Excel, Word, Outlook)
• Solid mathematical and analytical abilities
• Accurate typing and data entry skills
• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.

FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.