Mortgage Servicing Agent – Bilingual Spanish, English

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Deliver exceptional customer service by addressing inquiries, requests, and issues via telephone.

• Investigate, assess, and offer solutions that align with customer needs.

• Resolve customer inquiries and issues during the initial contact whenever possible.

• Provide customers with relevant account information.

• Address or escalate billing disputes as necessary.

• Correct any payment discrepancies.

• Adjust fees and finance charges when appropriate.

• Conduct account maintenance tasks.

• Process orders via card, check, or other methods.

• Manage cases of lost or stolen cards/checks.

• Investigate customer issues that remain unresolved after the first contact.

• Complete nine weeks of essential training from Monday to Friday, 9:00 AM–6:00 PM CST.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Two to four years of pertinent experience.

• Proficient in reading, writing, and speaking both Spanish and English at a business level.

• Excellent phone communication skills with a focus on customer satisfaction.

• Strong problem-solving and critical-thinking abilities.

• Effective time-management and organizational capabilities.

• Familiarity with digital applications, including banking, money transfer, and payment/billing platforms.

• Proficient technology skills and ability to navigate multiple computer systems and applications.

• Capability to work autonomously in a remote environment without distractions.

• Additional compensation available for bilingual proficiency, shift timing, and Saturday work schedules.

• Preference given to candidates located in Kentucky, Indiana, Ohio, Texas, Arizona, or Missouri.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave benefits.

• 401(k) plan along with employer-funded retirement options.

• Paid vacation ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holidays throughout the year.

• Adoption assistance program.

• Sick and Safe Leave accruing at one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise mandated by law.

• Additional compensation available for bilingual skills, shift timing, and Saturday schedules.

• Incentives and recognition programs.

• Opportunity for equity stock purchase.

• Contributions to 401(k) and pension plans.