Portnoff Law Associates, Ltd.
Bilingual (Spanish) Call Center Agent - Inbound Calls
Portnoff Law Associates, Ltd., King Of Prussia, Pennsylvania, United States, 19406
Role Summary:
Our Bilingual Call Center Agent is the primary point of contact for Spanish‑speaking property owners regarding the collection of delinquent municipal taxes and fees. The agent responds to inbound calls and voicemails, provides details about unpaid claims, negotiates payment terms, and screens callers for hardship consideration. Training will be onsite at PLA’s King of Prussia office; once trained, agents may work remotely with occasional in‑office meetings.
Essential Duties and Responsibilities
Bilingual proficiency in Spanish and English (written and verbal)
Maintain comprehensive understanding of FDCPA, MCTLA, and PLA procedures
Respond to a high volume of inbound calls and website inquiries per PLA operating procedures
Return voicemail messages to property owners per PLA operating procedures
Evaluate file status and respond quickly and appropriately to call inquiries
Negotiate payment arrangements consistent with client and PLA parameters; calculate payment amounts and record instructions for payment allocation; create payment plan modules and diary/rediary files with appropriate action plan codes
Screen callers and evaluate eligibility for hardship consideration; prepare applications as directed
Document accurate call summaries and diary/rediary files with appropriate action plan codes
Communicate with legal staff, account managers, and other departments as needed
De‑escalate dissatisfied callers, resolve complaints, and redirect to appropriate individual when needed
Meet established key performance indicators (KPI)
Attend in‑office meetings as scheduled or when needed
Perform other duties as assigned
Qualifications
Confident and clear telephone speaking voice
Effective verbal expression combined with excellent active listening skills
Skills of poise, empathy, diplomacy, and tact
Ability to work with and synthesize information from multiple sources
Rapidly analyze and deliver concise, accurate summaries of discussions
Relationship‑building skills; work effectively with individuals at all levels inside and outside organization
Dependable, with strong work ethic and personal integrity
1–3 years experience managing collection claims subject to FDCPA and FCEUA
Fluent in both English and Spanish (pay premium rate)
MS Office proficiency
Education and Experience
High School Diploma or equivalency
1–3 years experience managing collection claims subject to FDCPA and FCEUA
Compensation and Benefits
Hourly rate starts at $20; premium offered for language skills and experience
Health Reimbursement Arrangement (full‑time employees)
Dental and Vision Coverage (full‑time employees)
401(k) Retirement Investment Plan with employer match
Paid Time Off & holidays (full‑time employees)
Section 125 Flexible Spending Account
Portable Colonial supplemental life and STD/LTD insurance options
Employee Assistance Program
Free fitness facility
Position Call Center Agent
Department Operations - Legal
FLSA Status Non‑Exempt
Worksite Status Remote (After Successful Completion of 100% On‑site Training)
Anticipated Start Date February 1, 2026
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Essential Duties and Responsibilities
Bilingual proficiency in Spanish and English (written and verbal)
Maintain comprehensive understanding of FDCPA, MCTLA, and PLA procedures
Respond to a high volume of inbound calls and website inquiries per PLA operating procedures
Return voicemail messages to property owners per PLA operating procedures
Evaluate file status and respond quickly and appropriately to call inquiries
Negotiate payment arrangements consistent with client and PLA parameters; calculate payment amounts and record instructions for payment allocation; create payment plan modules and diary/rediary files with appropriate action plan codes
Screen callers and evaluate eligibility for hardship consideration; prepare applications as directed
Document accurate call summaries and diary/rediary files with appropriate action plan codes
Communicate with legal staff, account managers, and other departments as needed
De‑escalate dissatisfied callers, resolve complaints, and redirect to appropriate individual when needed
Meet established key performance indicators (KPI)
Attend in‑office meetings as scheduled or when needed
Perform other duties as assigned
Qualifications
Confident and clear telephone speaking voice
Effective verbal expression combined with excellent active listening skills
Skills of poise, empathy, diplomacy, and tact
Ability to work with and synthesize information from multiple sources
Rapidly analyze and deliver concise, accurate summaries of discussions
Relationship‑building skills; work effectively with individuals at all levels inside and outside organization
Dependable, with strong work ethic and personal integrity
1–3 years experience managing collection claims subject to FDCPA and FCEUA
Fluent in both English and Spanish (pay premium rate)
MS Office proficiency
Education and Experience
High School Diploma or equivalency
1–3 years experience managing collection claims subject to FDCPA and FCEUA
Compensation and Benefits
Hourly rate starts at $20; premium offered for language skills and experience
Health Reimbursement Arrangement (full‑time employees)
Dental and Vision Coverage (full‑time employees)
401(k) Retirement Investment Plan with employer match
Paid Time Off & holidays (full‑time employees)
Section 125 Flexible Spending Account
Portable Colonial supplemental life and STD/LTD insurance options
Employee Assistance Program
Free fitness facility
Position Call Center Agent
Department Operations - Legal
FLSA Status Non‑Exempt
Worksite Status Remote (After Successful Completion of 100% On‑site Training)
Anticipated Start Date February 1, 2026
#J-18808-Ljbffr