MH Bilingual Account Representative

Summary

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.

Monday - Thursday: 11:00 am - 8:00 pm
Friday: 8:30 pm - 5:30 pm

• 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 80–140 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

• High School Diploma or GED equivalent
• Previous collections or customer service experience a plus

• Bilingual in Spanish required
• Strong communication skills—written, verbal, and reading comprehension
• Proficient in Microsoft Office (Excel, Word, Outlook)
• Solid mathematical and analytical abilities
• Accurate typing and data entry skills
• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment

First Bank is an Equal Opportunity Employer, including disability.

• Entry level

• Full-time

• Sales and Business Development