Job Description

LOAN SERVICING CLIENT SERVICE SPECIALIST - BILINGUAL

POSITION SUMMARY

THE CLIENT SERVICE SPECIALIST PROVIDES LOAN KNOWLEDGE AND PAYMENT ASSISTANCE TO BORROWERS VIA INBOUND AND OUTBOUND PHONE AND EMAIL CORRESPONDENCE. ASSIST BORROWERS BY IDENTIFYING AND FINDING SOLUTIONS TO LOAN QUESTIONS, PROBLEMS AND CONCERNS. TRANSLATE COMMUNICATIONS TO SYSTEM CORRESPONDENCE LOG IN A PROFESSIONAL MANNER.

RESPONSIBILITIES

• PROFESSIONALLY COMMUNICATE WITH STAFF AND CLIENTS TO ASSIST IN HOME MORTGAGE LOAN QUESTIONS AND INQUIRIES

• MAINTAIN CONSISTENT ATTENDANCE TO ENSURE FULFILLMENT OF ESSENTIAL DUTIES AND RESPONSIBILITIES

• PERFORM ALL DUTIES IN ACCORDANCE WITH THE COMPANY’S POLICIES AND PROCEDURES, ALL US STATE AND FEDERAL LAWS AND REGULATIONS, WHEREIN THE COMPANY OPERATES.

DUTIES

• TAKE & MAKE CALLS TO ASSIST BORROWERS WITH VARIOUS QUESTIONS OR CONCERNS

• ANSWER EMAILS BASED ON ESTABLISHED TEMPLATES

• ASSIST WITH ONLINE WEBSITE AND OFF-SITE PAYMENTS

• EDUCATE BORROWERS ON VARIOUS ASPECTS OF THEIR HOME MORTGAGE

• CONTACT BORROWERS WITH INFORMATION NEEDED TO BRING THEIR LOAN CURRENT

• INITIATE ‘WELCOME’ CALLS INTRODUCING & EDUCATING BORROWERS ON THEIR NEW LOAN SERVICING PROGRAM & PAYMENT OPTIONS

• FOLLOW UP WITH BORROWERS AND COMPANY DEPARTMENTS TO ENSURE RESOLUTION IS ACCOMPLISHED

• OUTBOUND BORROWER CALL & EMAIL CAMPAIGNS BASED ON COMPANY INITIATIVES

• OTHER DUTIES AS ASSIGNED

DESIRED EDUCATION/EXPERIENCE

• MORTGAGE, LOAN SERVICING, REAL ESTATE OR REAL ESTATE INVESTMENT EXPERIENCE PREFERRED. WE WILL TRAIN THE RIGHT CANDIDATE.

• OR EQUIVALENT WORK EXPERIENCE WITH MINIMUM OF 2 YEARS BUSINESS CUSTOMER SERVICE OR CALL CENTER ENVIRONMENT

• SPANISH BILINGUAL A MUST

KEY COMPETENCIES

• WORK ETHIC - SELF-MANAGING; ABLE TO WORK INDEPENDENTLY, AS WELL AS PART OF A TEAM; TAKES INITIATIVE;

• PASSION - PERSONAL GROWTH & LEARNING FOR SELF AND TEAM MEMBERS; TO BE AN INSTRUMENTAL PART OF A GROWING COMPANY

• COMMUNICATIONS - EFFECTIVE VERBAL AND WRITING SKILLS; ACTIVE-LISTENING SKILLS

• PROCESSING - ORGANIZED; STRONG PC, MS SKILLS

• PROBLEM SOLVING - ABILITY TO RESEARCH AND RESOLVE ISSUES; CONFLICT RESOLUTION; QUICK-THINKING

• PERSONAL SKILLS - PATIENT, ATTENTIVE, POSITIVE, EMPATHETIC, RESPONSIVE, FOLLOW-THROUGH

REQUIREMENTS

• SPANISH BILINGUAL

• HOURS MONDAY-FRIDAY 8:00AM - 5:00PM

Company Description

Laid back but fast paced office environment with a great Team in place. 2022 is going to be a time of huge growth for the company that we are very excited about.