Call Center Adjuster – Collections

About the role

The Adjuster works in a call‑center environment to manage delinquent accounts for Popular, Puerto Rico’s leading financial institution. The role involves contacting customers, negotiating payment arrangements, and ensuring collections are processed accurately.

Key responsibilities

• Call customers with overdue balances to discuss payment options and secure verbal agreements.
• Record payments and update account information in accordance with internal procedures.
• Perform skip‑tracing using postal inquiries and other available tools when needed.
• Maintain productivity and quality metrics set by the division.
• Comply with confidentiality, collection policies, and relevant regulations.
• Report process or system issues that affect collection performance.
• Coordinate with external adjusters and collaborate on departmental initiatives.

Required profile

• At least 24 university credits or equivalent education/experience.
• Minimum one year of experience in collections or customer service.
• Strong negotiation and customer‑service abilities.
• Excellent interpersonal skills and capacity to handle difficult situations.
• Ability to prioritize multiple tasks, work under pressure and meet deadlines.
• Preferred bilingual communication in Spanish and English.

Required skills

What we offer

• Full‑time and part‑time opportunities on‑site in Cupey, San Juan.
• Flexible scheduling, including weekends, holidays and extended hours as needed.
• Hybrid work model benefits for eligible positions.