MH Bilingual Account Representative

MH Bilingual Account Representative

The MH Bilingual Account Representative works in our Specialty Lending Group / Manufactured Housing Servicing Department to deliver prompt, accurate, courteous customer service via phone, fax, mail, or email. The Bilingual Account Rep handles existing customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Essential Duties and Responsibilities :

• Communicate with customers whose accounts are in collections to support payment resolution
• Provide clear, empathetic, and professional support for billing inquiries and complaints
• Handle a high volume of inbound and outbound calls (approximately 80140 daily)
• Document all customer interactions, including contact details, inquiry type, and resolution
• De-escalate challenging situations with patience and problem-solving skills
• Support onboarding and training of new team members
• Meet monthly performance goals and service benchmarks
• Collaborate with other departments to assist with customer translation needs
• Ensure compliance with internal policies and external regulations
• Perform additional duties as assigned to support team success

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience :

Skills and Abilities :

FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank is an Equal Opportunity Employer, including disability.