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Job Summary
The Bilingual Collections Resolution Associate is a self-motivated, reliable negotiation expert who cares for our customers as well as our company. The associate takes incoming calls and is responsible for securing payment on accounts. As a critical and essential part of the job, the Collections Resolution Associate must be adaptable, assertive, dependable and persistent in order to successfully negotiate payment arrangements on delinquent accounts. The Associate is responsible for securing payment arrangements with customers by phone and bringing delinquent accounts current. They are required to meet established goals to ensure success in helping our customers resolve their delinquency while adhering to call quality and productivity measures.$ads={1}
Job Description
Essential Job Functions
Must be able to attend training from August 7, 2023 - September 1st, 2023.
Will need to pass Bilingual Assessment.
Negotiation- Secure payment arrangements with customers and bring all of their delinquent accounts current by determining which payment method works best for the cardholder and clients. Provide resolution to higher stage delinquent accounts to include providing hardship and settlement options. This includes research and appropriate handling of all customer’s accounts with Bread Financial, which may have different divisions.
Documentation and Technology- Update and document account information and records, identify, resolve, and escalate any customer concerns in a timely manner, and respond to/redirect calls as appropriate.
Customer Experience- Identify, resolve, and escalate any customer concerns in a timely manner, and respond to/redirect calls as appropriate. Answer customer service-related questions and de-escalate customers’ calls in response to collection calls or letters. Conducts research and provides resolution to higher stage delinquent accounts that include providing hardship and settlement options.
Performance Standards-Meet established goals to ensure success in helping customers resolve their delinquency including call quality, account documentation, and productivity measures. Actively participants in coaching sessions with leader to improve/maintain performance standards. Open communication with leader.
Reports to: Supervisor
Working Conditions/ Physical Requirements:
- Work from home office; Travel to care center site as needed (if applicable). Job requires sitting the majority of workday. Schedule flexibility to work 40 hours per week including days, evenings and weekends.
- Workspace Environment- A dedicated workspace that is able to simulate an office environment. The room should provide an area that separates you from others while working.
- Equipment- Bread Financial will provide you with the equipment to work from home. This equipment is able to be used for work purposes only.
- Internet/Phone- Bread Financial requires W@H associates to have internet access in order to perform the responsibilities of their role remotely. At a minimum, associates working from home are required to have Cable or Fiber Residential Broadband Internet Service at the following minimum speeds: 25Mbps Download / 5Mbps Upload. This access enables the W@H associate to connect to information and other resources within Bread Financial. Satellite, DSL, Cellular (i.e. 4G and 5G), Microwave, and other types of connectivity are not permitted for use due to their limited speeds and/or less stable connectivity. Additionally, a wired ethernet connection is required.
- Location- Although this position is considered work at home, the candidate must reside within the same state or 60 miles from their current physical Bread Financial location or hub.
Direct Reports: None
Minimum Qualifications:
High school diploma or GED or equivalent education
Preferred Qualifications:
Previous Collections and/or sales experience. Previous customer service experience
This position will be eligible to participate in a Collection Incentive Plan.
#INDCLASS
Pay Range:
$18.00 - $24.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Full-time hourly associates receive two grants of Paid Time Off (“PTO”) in January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year. Hourly associates receive 72 hours of Paid Sick Leave per calendar year and pro-rated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December.
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About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 7,500+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
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The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
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