Collections Agent (Spanish/English Bilingual)

About the role

Kafene, a fintech company behind a lease-to-own platform, is looking for a Collections Agent to join its growing Collections team. The team helps customers meet their payment schedules and resolve past-due amounts while keeping high standards of customer service. The role suits someone with debt collection experience who can balance helping customers with achieving business results.

Key responsibilities

• Use advanced negotiation skills to understand customer situations and resolve delinquency, leading conversations toward alternative ways to bring accounts back on track
• Learn new collection techniques and payment programs in a fast-paced environment to improve business continuously
• Treat customers with respect and show sensitivity and compassion in difficult situations
• Follow established procedures, policies and schedules, showing ownership, punctuality, integrity and accountability
• Focus on KPIs to drive collection efficiency and achieve monthly targets
• Navigate multiple call center platforms and handle cases accurately on the phone, with attention to detail and follow-up on unsolved cases
• Ensure compliance with applicable laws and regulations, and escalate, manage and report control issues transparently

Required profile

• High school diploma or GED
• At least one year of collection or customer service experience, by phone or in person
• Experience with debt collection and knowledge of the Fair Debt Collection Practices Act (FDCPA)
• Willingness to work in a 100% phone-based environment
• Ability to speak Spanish, English and Portuguese when discussing payment options with customers
• Internet access from home

Required skills

• Proficiency with basic computer functions (mouse, keyboard, applications, web search, Windows environment) is strongly preferred
• Debt collection and FDCPA knowledge

What we offer

• Pay of $1,000-$1,500 per month depending on experience
• Healthcare stipend covering medical, dental and vision insurance costs
• Paid time off starting from the first day of employment