Call Center Specialist - Bilingual

SUMMARY:

The Loan Servicing Call Center Specialist is responsible for providing high-quality customer service to borrowers by managing inbound and outbound calls related to mortgage servicing. This role involves addressing customer inquiries, resolving account issues, educating borrowers on loan terms and options, and ensuring compliance with all regulatory and company standards.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Serve as the primary point of contact for borrowers via phone, email, or chat regarding mortgage servicing inquiries
• Provide clear, accurate, and timely information to borrowers regarding their mortgage accounts

• Assist customers with payment processing and history, escrow accounts (taxes, insurance, shortages, surpluses), loan balance and payoff requests, account updates, and documentation requests
• Explain loan terms, servicing policies, and available options clearly and professionally
• Identify and escalate complex issues, complaints, or potential regulatory risks appropriately
• Maintain accurate and detailed records of all customer interactions in servicing systems
• Meet or exceed individual and team performance metrics (e.g., call quality, handle time, adherence, customer satisfaction)
• Ensure compliance with all federal, state, and investor regulations (e.g., CFPB, RESPA, FDCPA, FHA, Fannie Mae, Freddie Mac guidelines)

• Collaborate with internal departments such as collections, escrow, and loss mitigation to resolve borrower issues
• Maintain confidentiality of customer information in accordance with company policies

WORKING CONDITIONS:

• Standard office environment
• Primarily office-based with some remote work as needed
• Standard business hours with occasional overtime during peak periods
• Fast-paced, deadline-driven environment requiring attention to detail and accuracy
• Frequent interaction with internal departments, vendors, and borrowers via phone, email, and virtual meetings
• Exposure to confidential and sensitive financial information requires strict adherence to data security and privacy policies

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer
• Occasional walking, standing, bending, squatting, reaching, and twisting.
• Frequent use of hands and fingers for keyboarding and document handling
• Ability to view computer screens for extended periods of time
• Ability to communicate effectively via phone and video conferencing (hearing and speaking clearly)
• Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary