Experienced Bilingual Customer Experience Specialist – Debt Resolution & Collections

At arenaflex, we're revolutionizing the world of consumer debt by providing innovative solutions that combine technology with a human touch. As a leading provider of products and services to support overdue consumers, we're committed to changing the way debt is managed for good. With a global presence and a rapidly expanding team, we're seeking an experienced Bilingual Customer Experience Specialist to join our mission.

About arenaflex

arenaflex is a future-thinking organisation that's backed by technology and driven by a passion for delivering exceptional customer experiences. Founded in Australia, we've grown to become a team of over 300 people living and working around the world. With a revenue of $50m and growing, we're a dynamic and exciting place to work, with a culture that values innovation, collaboration, and customer-centricity.

Join our team and make a difference

As a Bilingual Customer Experience Specialist, you'll play a critical role in delivering an unmatched experience to customers taking their first step toward financial fitness. You'll engage with customers via digital channels, provide verbal communication in Spanish and English, and negotiate payment solutions to achieve optimal outcomes. With a focus on empathy, bilingual communication skills, compliance, and performance-driven collections strategies, you'll balance the need to maximise collections performance with delivering exceptional customer experiences.

Key Responsibilities

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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.

Essential Qualifications

* 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

Preferred Qualifications

* Experience in a customer-facing role, with a focus on collections and debt resolution

• Knowledge of relevant laws, regulations, and policies related to debt collection
• Familiarity with web-based tools and systems for customer interaction and documentation
• Strong analytical and problem-solving skills, with the ability to identify areas for improvement

What we offer

* A dynamic and supportive work environment, with a focus on collaboration and innovation

• Opportunities for professional growth and development, with ongoing training and mentorship
• A competitive salary and benefits package, with a focus on work-life balance
• A chance to make a real difference in the lives of customers, and contribute to a mission that's changing the world of consumer debt for good

How to apply

If you're a motivated and customer-focused individual, with a passion for delivering exceptional experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications.

arenaflex is an Equal Opportunity Employer

We're committed to creating a diverse and inclusive workplace, where everyone feels valued and respected. We believe that bringing diverse individuals together allows us to build better products and a better overall company. If you're passionate about making a difference, and want to join a team that's changing the world of consumer debt for good, we encourage you to apply. Apply for this job