Payment Collections Agent - Bilingual CA

Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe’s flagship online lending brand, Uprova, and any future brands. Uprova is an industry leading lender that provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice of the customer by providing world-class customer service to Uprova’s new and returning customers.

The ULPS team operates out of the company’s call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits, monthly performance bonuses and 401(k) with a 4% match! The call center team is ambitious, forward-thinking, passionate and moves fast! Are you ready to grow with us?

In addition to these great benefits, Spanish speaking individuals hired into this Bilingual Payment Solutions Agent position, will qualify for a $1,000 sign-on after completing 60 days of employment.

Purpose of the Position: As a Payment Solutions Representative you will notify consumers of delinquent accounts via telephone. You will keep records of collections and status of accounts. You will be responsible for meeting goals and objectives of calls per hour and revenue goals. You must be a customer service-oriented team player with collections experience, a client service attitude and a strong work ethic. You must be able to adapt to a fast-paced environment with energy, enthusiasm, drive and determination. Excellent communication, listening and negotiation skills are essential for this position. You must be dedicated, goal-oriented, and able to communicate with customers in an understanding and sympathetic manner to motivate and help consumers make plans to pay back their debt.

Key Responsibilities:

• Must deliver a great ‘customer experience’ when speaking to customers with past due accounts.
• Detailed note taker to capture consumer conversation and payment arrangements.
• Strong telephone negotiation skills to help customers correct payment delinquencies.
• Strong ability to evaluate Consumer's financial situation and make helpful suggestions to resolve account.
• Ability to consistently achieve or exceed monthly collection goals with proven track record within the industry.
• Ability to prioritize and manage multiple responsibilities.
• Accurately comply with company guidelines and procedures.
• Work as an individual contributor and as part of the team to achieve business/organizational goals.

Required Education:

• High school diploma, GED, or a minimum equivalent of 6 months of work experience working with a customer before, during and after a purchase.
• 6 months of collection experience preferred.
• Call center experience preferred.
• Fluent Spanish speaking and listening skills required (with an hourly pay premium included)
• Ability to successfully complete pre-employment Skill Assessment to evaluate the following areas:
  • Attention to detail.
  • Call Center aptitude.
  • Customer Service skills.
  • Fluent Spanish speaking and listening.
• Successful candidates must be able to pass background and drug screens. Employer observes federal standards for controlled substances.

Skills & Abilities:

• Relevant work experience in sales or customer service a plus.
• Excellent and professional communication skills, verbal (speaking as well as listening) and written.
• Must be computer proficient and have experience working with and learning multiple systems.
• Skilled in basic mathematics.
• Ability to work flexible hours business hours are 7am - 8pm M-F.
• Must be punctual and dependable.
• Bilingual English/Spanish skills a plus in certain areas.
• Intermediate knowledge of MS Office and general computer navigation.
• Strong negotiation skills with the ability to close a sale.
• Ability to multi-task and prioritize.
• Ability to follow protocol, policies and procedures.
• Acts with integrity, maintains confidentiality, interacts with others professionally and respectfully, promotes harmony in the workplace.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Verbal communication sufficient to exchange accurate ideas and information.