Job Title

The Bilingual Customer Relations Call Center Specialist (Mortgage Servicing) is responsible for fielding in-bound calls from customers in the servicing of their mortgage and providing excellent customer service and knowledgeable responses to resolve customer concerns.Responsibilities **Answers internal calls, external calls, and work calls from the message center and respond to customer request within established timelines in order to maintain service level expectations in regards to call handling time and calls per hourResponsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patientlyCompare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstancesStrong commitment to resolving customer issues while maintaining a high level of professionalism and customer serviceResponsible for prompt and accurate response to customers mortgage servicing questions and concernsCompletes escrow analysis, account maintenance changes within servicing system, payoff requests, research accounts to provide resolution to customers, and handles credit bureau disputesAdhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assetsEffectively provide prompt, accurate and professional responses to customer inquiriesAbility to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent clientsPromote the image and reputation of the company, while protecting the interests of our mortgagors, the firm and investorsOther duties as assigned**Must be bilingual in English and Spanish1+ years of Mortgage experienceMortgage Servicing experience preferredAble to work in a high volume call center with frequent distractionsProvide quality interactions with internal and external sourcesInput data and verify informationExcellent verbal and written communication skillsAble to communicate extensively, effectively and empathetically to our customersExcellent customer serviceExcellent organizational, problem solving and analytical skillsExecute and prioritize multiple tasksDemonstrate professionalismAbility to work independently in a high volume environmentProficient computer skills, including Microsoft OfficeMust be an efficient and effective listenerThis position offers a full range of benefits including Health, Dental, and 401k.Equal Opportunity EmployerM/F/Disability/Vet.Member FDIC | Equal Housing Lender | NMLS ID 401285