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 telephone inquiries, requests, and issues.

• Investigate, analyze, and offer solutions tailored to customer needs.

• Address customer inquiries and issues on the first point of contact.

• Provide customers with pertinent account details.

• Resolve or escalate billing disputes as necessary.

• Correct payment discrepancies.

• Adjust fees and finance charges when suitable.

• Conduct account maintenance tasks.

• Process card, check, or other orders.

• Act on reports of lost or stolen cards/checks.

• Investigate customer issues not resolved during the initial contact.

• Successfully complete nine weeks of mandatory training with full attendance.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Two to four years of relevant work experience.

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

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

• Strong problem-solving and critical-thinking abilities.

• Demonstrated time-management and organizational skills.

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

• Proficient technology skills and ability to navigate various computer systems, applications, and search tools.

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

• Candidates must adhere to U.S. Bank policies and procedures, including the Code of Ethics, Business Conduct, and workplace conduct and safety policies.

🏝️ Benefits

• Healthcare options (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

• 401(k) plan with employer funding for retirement.

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

• Up to 11 paid holidays throughout the year.

• Adoption assistance program.

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

• Incentive and recognition initiatives.

• Equity stock purchase opportunities.

• Pension plan.

• Disability accommodations available during the application or hiring process.