Provide billing support and perform collections management to recover past due account balances
Use effective communication and interpersonal skills to assist customers with sensitive billing situations
Negotiate payment arrangements and process payment transactions
Bring delinquent accounts current while upholding commitments to delivering excellent service
Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions
Instill confidence and loyalty in customers through thoughtful listening and utilizing knowledge of AT&T’s products and services
Process customer payments and set up payment arrangements
Collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures
Support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries

Call center or customer service experience
Ability to adapt in a dynamic, fast-paced environment that caters to a variety of customer situations
Ability to defuse difficult customer situations
Ability to maintain a professional demeanor in stressful situations
Flexibility to work any schedule during hours of operation is essential
Specific job assignments may require day, evening, weekend, or holiday hours
Occasional overtime may be required.

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond state and local law requirements may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet and fiber where available, and AT&T phone

Bilingual Spanish Call Center Collections Representative

Key skills