Bilingual Resolution Specialist Position Available In Orange, Florida

Bilingual Resolution Specialist AutoPayPlus by U.S.

Equity Advantage Orlando, FL Job Details Estimated:

$36.5K – $43.6K a year 9 hours ago Benefits Free parking Paid holidays Disability insurance Dental insurance Vision insurance 401(k) matching Life insurance Qualifications Bilingual Spanish Customer service English Mid-level Microsoft Office Conflict management Organizational skills Financial services 1 year Communication skills

Full Job Description Job Title:

Bilingual Resolution Specialist Location:

Orlando, FL (On-site)

Department:

Resolutions Reports To:

Operations Manager About AutoPayPlus At AutoPayPlus, we are a fast-growing fintech company dedicated to helping our 600,000 members build financial stability through smart payment solutions. Our team is driven by innovation, integrity, and a commitment to delivering five-star service. Join us as we empower individuals to reach their financial goals faster. Why Join Us? If you’re looking to join a fun, driven, and caring team that goes above and beyond to do the right thing, this is the place for you. Since 2003, we’ve helped hundreds of thousands of people avoid late fees, stay on budget, and pay off their loans faster through innovative technology and compassionate support. We were proudly named one of the “Best Places to Work” by the Orlando Business Journal in 2023. Position Summary The Bilingual Resolution Specialist is responsible for negotiating with members to resolve outstanding debts, providing excellent customer service, and supporting member retention. The ideal candidate will be fluent in English and Spanish, experienced in collections, and comfortable working in a fast-paced, performance-driven environment. Responsibilities Manage returned item reports and proactively contact members with delinquent accounts. Handle all inbound calls for Resolutions and deliver excellent customer service. Collect outstanding balances with an assertive yet respectful tone. Upload Retain/Recover files daily to TrueAccord and manage dashboards. Track key performance indicators, phone statistics, and collection trends. Report any irregularities or unusual patterns in collection activity. Escalate legal threats, BBB complaints, or other critical issues immediately to management. Coordinate with Compliance and Operations on proper handling of complaints. Ensure all collection practices comply with FDCPA regulations. Provide supporting documentation for external disputes (e.g., signed forms, payment history). Respond to bank disputes within 24-48 business hours. Regularly review and maintain on-hold accounts following internal guidelines. Communicate account status updates to members via phone, email, or mail. Investigate and reconcile member disputes using system records and call reviews. Manage and apply recovered funds from third-party collection agencies. Educate members about the benefits of AutoPayPlus to promote retention. Process Creatio CRM cases daily with appropriate notes and follow-ups. Apply relevant R/C codes and ensure case documentation is current. Review canceled or hold accounts for third-party collection eligibility. Collaborate with the Lender Relations team to research payment issues or secure refunds. Process balance transfers from canceled accounts to new accounts. Assist in cross-training operations team members when needed. Work toward achieving individual and departmental KPIs. Support other departments or assigned projects as requested. Qualifications Fluent in both English and Spanish (verbal and written). At least 1 year of experience in collections, customer service, or financial services. Strong interpersonal, communication, and conflict-resolution skills. Ability to multitask and work efficiently under pressure. High attention to detail and strong organizational skills. Proficiency with CRM systems, Microsoft Office, and digital communication tools. Benefits 100% company-paid health, dental, and vision insurance for employees. 401(k) retirement plan with employer matching. Life insurance, short-term and long-term disability coverage. Paid vacation time, federal holidays, and sick leave. Relaxed office environment with a casual dress code. Free employee parking and convenient downtown Orlando location. Weekly team breakfasts and a daily snack table. Company-sponsored off-site events and team-building activities. Free access to our own financial wellness and debt-reduction platform. Working Conditions The work is performed in a professional office setting. The role requires extended periods of sitting and computer use. Must be able to perform repetitive wrist, hand, and finger motions for typing. If you’re passionate about helping others and want to be part of a mission-driven company that values its people, apply today and become a part of our success story.