Bilingual Collections Associate

• Proactively contact consumers with outstanding balances across assigned Caribbean portfolios via telephone, email, messaging platforms, and written correspondence
• Negotiate and secure repayment arrangements aligned with consumers’ financial capacity and client expectations
• Apply sound judgement and discretion when managing complex or sensitive cases, including hardship-related scenarios
• Demonstrate cultural awareness and clear communication when engaging consumers across diverse Caribbean markets
• Accurately document all communications, promises, and payments in the company CRM system in accordance with internal standards
• Maintain full compliance with QAS policies, client requirements, and applicable debt collection regulations
• Consistently meet or exceed assigned productivity and collections performance targets
• Support quality standards by adhering to best-practice call handling and documentation requirements
• Escalate complex matters appropriately and in a timely manner in line with internal procedures

• Associate’s or Bachelor’s degree preferred
• significant relevant experience will be considered in lieu of formal qualifications
• Minimum of one (1) years’ experience in debt collection, credit control, financial services, or a contact centre environment
• Demonstrated experience handling high-value or more complex accounts is required
• Exposure to engaging consumers across Caribbean markets, in Spanish and English
• Personal or professional exposure to Caribbean communities: specifically Jamaican, Dominican Republic and/ or Trinidadian accents, is a strong asset
• Strong negotiation, analytical, and problem-solving skills
• High attention to detail with proven accuracy in record-keeping and follow-up
• Working knowledge of CRM systems and Microsoft Office applications
• Understanding of ethical collections practices, data protection, and confidentiality standards
• Fluent written and spoken Spanish and English is essential for this role
• Excellent verbal, written, and electronic communication skills
• Professional, respectful, and composed approach in all consumer interactions
• Strong personal integrity and a demonstrated commitment to confidentiality
• Ability to work independently with minimal supervision while contributing positively to team outcomes
• Comfortable operating in a performance-driven environment with clear expectations and accountability
• Willingness to comply fully with company policies, procedures, and quality standards

Personal or professional exposure to Caribbean communities: specifically Jamaican, Dominican Republic and/ or Trinidadian accents

• Competitive base salary commensurate with experience, with performance-based incentives
• Structured onboarding and portfolio-specific training
• Ongoing coaching and professional development opportunities
• Critical illness and life insurance options
• A supportive, professional, and growth-oriented work environment within a locally-owned organisation