Overview
This role exists to handle high-stakes consumer interactions that cannot be resolved by AI systems alone. As a Human Escalations Specialist, you will manage sensitive consumer cases requiring emotional intelligence, cultural awareness, or legally mandated human involvement. Your work ensures compliant, empathetic resolutions while also contributing insights that help improve AI-driven workflows.
Job Highlights
Number of Paid Hours Per Week: To be determined
Schedule: To be determined
Work Arrangement: Work from home
Contract: Independent Contractor
Independent Contractor Perks
- Health Insurance coverage for eligible locations
- Permanent work from home
- Immediate hiring
- Steady freelance job
- Comprehensive support for payroll, HR, and IT through BruntWork
Responsibilities
- Handle escalated consumer accounts requiring human involvement due to legal, emotional, or situational complexity
- Communicate directly with consumers in English and Spanish, including those requesting a live representative
- Resolve sensitive financial situations using empathy, professionalism, and sound judgment
- Ensure all interactions comply with FDCPA, TCPA, CFPB, and applicable state regulations
- Accurately document consumer communications and resolution outcomes in CRM systems
- Identify cases where regulatory requirements mandate human handling and execute accordingly
- Provide feedback to internal teams on escalation trends and consumer issues to improve AI workflows
- Maintain strict confidentiality and secure handling of consumer financial data
- Work independently in a fully remote environment while meeting performance and compliance standards
Requirements
- Fluency in both English and Spanish
- 5+ years of experience in collections, accounts receivable, consumer finance, or related fields
- Strong knowledge of U.S. collections compliance (FDCPA, TCPA, CFPB)
- Clean compliance record with no prior violations
- High emotional resilience and professionalism in high-stakes conversations
- Strong organizational skills and attention to detail
- Proficiency with CRM systems, communication platforms, and standard computer tools
- Ability to work independently from a secure home office
- Cultural competency across diverse Latino communities
Side Note
Since this is a permanent work-from-home position and the arrangement is that of an Independent Contractor, selected candidates must have their own computer and reliable internet connection. They will handle their own benefits and taxes. Professional fees are hourly and depend on performance during the application process.
Reminder
Apply directly to the link provided; you will be redirected to BruntWork’s Career Site. You must apply using the said link to complete the initial requirements, which include pre-screening assessment questions, technical check of your computer, and a voice recording.
APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.