Portnoff Law Associates, Ltd. · 1 month ago
Bilingual (Spanish) Call Center Agent (Full and Part-Time Positions)
King of Prussia, PA
Full-time, Part-time
Onsite
Entry Level
1+ years expPortnoff Law Associates, Ltd. is a law firm specializing in the collection of unpaid real estate taxes and municipal utility fees. They are seeking a Bilingual Call Center Agent to serve as a primary contact for Spanish-speaking property owners regarding delinquent taxes and fees, handling inbound calls, negotiating payment terms, and ensuring compliance with relevant regulations.
ConsultingFinancial Services
Responsibilities
Bilingual Proficiency- in Spanish and English (both in written and verbal communications)
Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures
Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives
Return voicemail messages to property owners in accordance with PLA operating procedures and directives
Evaluate file status and respond quickly and appropriately to call inquiry
Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s)
Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed
Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s)
Communicate with legal staff, Account Managers and/or other departments as needed
De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed
Satisfy established key performance indicators (KPI)
Attendance in the office as scheduled or when needed
Other duties as assigned
Qualification
Required
Bilingual Proficiency- in Spanish and English (both in written and verbal communications)
Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures
Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives
Return voicemail messages to property owners in accordance with PLA operating procedures and directives
Evaluate file status and respond quickly and appropriately to call inquiry
Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s)
Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed
Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s)
Communicate with legal staff, Account Managers and/or other departments as needed
De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed
Satisfy established key performance indicators (KPI)
Attendance in the office as scheduled or when needed
Other duties as assigned
Confident and clear telephone speaking voice
Effective verbal expression combined with excellent active listening skills
Demonstrated skills of poise, empathy, diplomacy, and tact
Ability to work with and synthesize information from multiple sources
Capable of rapidly analyzing and delivering concise, accurate summaries of discussions
Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization
MS Office Proficiency
Dependable, with strong work ethic and personal integrity
One-three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA
Fluent in both English and Spanish (pay a premium rate)
High School Diploma or equivalency
One-three years' experience successfully managing collection claims subject to the FDCPA and the FCEUA
Benefits
Health Reimbursement Arrangement (Full-time employees)
Dental and Vision Coverage (Full-time employees)
401(k) Retirement Investment Plan with Employer Match
Paid Time Off & Holidays (Full-time employees)
Section 125 Flexible Spending Account
Portable Colonial Supplemental Life and STD/LTD Insurance Options
Employee Assistance Program
Free Fitness Facility
Company
Portnoff Law Associates, Ltd.
Portnoff Law Associates, Ltd. is a legal service company that offers mortgage and balance inquiry services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michelle Portnoff
Founder and Attorney
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