Loan Counselor (Bilingual)
About the role
Fusion CX is hiring a bilingual Loan Counselor in San Ignacio to contact customers who are behind on home loan payments, understand their financial situation and agree feasible payment arrangements, balancing empathy with assertive communication.
Responsibilities
- Make outbound calls to customers with overdue home loan payments, professionally and with empathy
- Understand customers' financial situations and the reasons for missed payments
- Negotiate feasible payment plans or alternatives in line with company policy and regulations
- Explain the importance of timely payments, the consequences of non-payment and available support
- Handle concerns and disputes while keeping good relationships
- Document interactions, agreements and collection activity accurately
- Report on collection efforts, spot trends and recommend improvements
Requirements
- Bilingual
- At least 2 years of experience in title processing or a similar role (as stated in the ad)
- Proven record of outstanding customer satisfaction
- Excellent written and verbal communication
- Strong negotiation and problem-solving skills
- High integrity with customer information and payment discussions
- Comfortable learning new technology such as OneDrive, Microsoft systems and Asana
- Able to work in a fast-paced startup environment
Benefits
- Experience helping customers with home loan payments and repayment plans
- Build negotiation, communication and problem-solving skills
- Exposure to new technologies in a growth-oriented workplace