Experienced Bilingual Customer Experience Specialist – Debt Resolution & Financial Fitness

Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment and see challenges as opportunities to innovate? If so, we invite you to join blithequark, a pioneering organisation revolutionising the world of consumer debt. As a Bilingual Customer Experience Specialist, you will play a vital role in helping individuals take their first step toward financial fitness by resolving past-due accounts. About blithequark blithequark is a future-thinking organisation that provides innovative products and solutions to support overdue consumers through debt. Backed by technology and a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences. Founded in Australia, we've grown to become a global team of over 300 people, with a presence in North America, the United Kingdom, Europe, Latin America, and the Middle East. Our commitment to making the experience of debt resolution smoother and more human has earned us a $50m revenue and a Series C funding round backed by leading investors. Your Role in Delivering Exceptional Experiences As a Bilingual Customer Experience Specialist, 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. You will balance the need to maximise collections performance with delivering exceptional customer experiences, adhering to regulatory requirements, and following internal processes. Success in this role requires a blend of empathy, bilingual communication skills, compliance, and performance-driven collections strategies. Key Responsibilities: *Customer Engagement & Negotiation: + Leverage exceptional written and verbal communication skills (English and Spanish) to interact effectively with customers via email, SMS, live chat, and phone, ensuring empathy and clarity in every interaction. + Utilise 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. Why Join blithequark? *Career Growth Opportunities: blithequark offers a dynamic and supportive environment that fosters growth and development. Our team members have the opportunity to take on new challenges, develop new skills, and advance their careers. *Learning Benefits: We believe in investing in our people's growth and development. Our comprehensive training programs and ongoing support ensure that you have the tools and resources needed to succeed in your role. *Work Environment & Company Culture: blithequark is a collaborative and inclusive workplace that values diversity, equity, and inclusion. Our team members enjoy a dynamic and supportive environment that encourages creativity, innovation, and teamwork. *Compensation, Perks, & Benefits: Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process. Join the blithequark Team If you're a customer-centric professional with a passion for delivering exceptional experiences, we invite you to. to become a Bilingual Customer Experience Specialist and help us revolutionise the world of consumer debt.