Experienced Bilingual Customer Experience Specialist – Delivering Exceptional Support in English and Spanish for Enhanced Debt Resolution and Financial Fitness

Welcome to blithequark blithequark is a forward-thinking organization dedicated to providing innovative products and solutions to support individuals with overdue debt. By combining cutting-edge technology with a human touch, we utilize machine learning and AI to personalize the debt collections journey, championing positive customer experiences and striving to change the world of consumer debt for the better. Founded in Australia, our team has grown to over 300 people worldwide, with a presence in North America, the United Kingdom, Europe, Latin America, and the Middle East. As a $50m revenue organization, we're rapidly expanding and have recently completed our Series C funding round, backed by leading investors. This is an exciting time to join our team as we continue to make debt resolution smoother and more human. About the Role We're seeking a highly skilled and empathetic Bilingual Customer Experience Specialist to deliver an unmatched experience to our customers. As the first point of contact for individuals taking their first step toward financial fitness, you will engage with customers via digital channels (email, SMS, live chat) and provide verbal communication in Spanish and English to address inquiries, negotiate payment solutions, and achieve optimal outcomes. Your ability to balance collections performance with exceptional customer experiences, adhere to regulatory requirements, and follow internal processes will be crucial to your success in this role. Key Responsibilities Customer Engagement & Negotiation: Leverage exceptional written and verbal communication skills (English and Spanish) to interact effectively with customers, ensuring empathy and clarity in every interaction. Utilize effective negotiation techniques to drive mutually beneficial outcomes, securing payments while maintaining positive customer relationships. Handle inbound customer communications through multiple channels, focusing on payment-related queries and solutions. Strive to resolve inquiries at the first point of contact, reducing the need for follow-ups. Assess and understand customers’ situations to guide them toward favorable resolutions. Collections & Compliance: Apply collections experience to assist customers in creating and committing to repayment plans aligned with their financial circumstances and company objectives. Accurately document all communications, payment commitments, and resolutions for audit and reporting purposes. Ensure compliance with all relevant laws, regulations, policies, and procedures. Meet and exceed key performance metrics such as first-contact resolution, response times, collections performance, QA scores, and customer satisfaction. Continuous Improvement & Collaboration: Identify and recommend process or technology improvements based on customer interactions. Handle challenging conversations with professionalism, maintaining a positive and respectful tone. Participate in ongoing training to enhance bilingual communication, negotiation, and collections skills. Collaborate cross-functionally to support operational excellence and customer success. Essential Qualifications Bilingual fluency in English and Spanish (written and verbal). Demonstrated experience in collections, with the ability to manage sensitive financial conversations tactfully. Proven ability to manage multiple customer interactions across digital channels. Strong self-motivation, adaptability, and problem-solving skills. Proficiency with web-based tools and systems for customer interaction and documentation. Reliability to meet dynamic business needs and performance targets. Preferred Qualifications Previous experience in a customer-facing role, preferably in a debt collections or financial services environment. Familiarity with machine learning and AI-powered collections systems. Knowledge of relevant laws and regulations governing debt collections. Experience with data analysis and performance metrics. Career Growth and Development At blithequark, we're committed to the growth and development of our team members. As a Bilingual Customer Experience Specialist, you'll have access to ongoing training and professional development opportunities to enhance your skills and knowledge in bilingual communication, negotiation, and collections. Our collaborative and dynamic work environment encourages innovation, creativity, and continuous improvement, providing you with the opportunity to make a meaningful impact on our organization and the lives of our customers. Work Environment and Company Culture blithequark is an equal opportunity employer that respects and celebrates the unique attributes, characteristics, and perspectives that make each person who they are. We believe that bringing diverse individuals together allows us to build better products and a better overall company. Our company culture is built on a foundation of empathy, innovation, and customer-centricity, and we're committed to creating a positive and inclusive work environment that supports the well-being and success of our team members. Compensation and Benefits Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more information about our compensation and benefits during the recruitment process. At blithequark, we offer a competitive salary and a range of benefits, including opportunities for professional growth and development, a collaborative and dynamic work environment, and a commitment to work-life balance. Conclusion If you're a motivated and empathetic individual who is passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. As a Bilingual Customer Experience Specialist at blithequark, you'll be part of a talented and dedicated team that is changing the world of consumer debt for the better. Don't miss this chance to join our team and take the first step toward a rewarding and challenging career in customer experience and debt resolution. Apply now and become a part of our mission to make debt resolution smoother, more human, and more customer-centric.