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 customers’ needs.

• Resolve customer inquiries and issues during the first point of contact.

• Supply customers with relevant account information.

• Address or escalate billing disputes as necessary.

• Rectify payment discrepancies.

• Adjust fees and finance charges when appropriate.

• Conduct account maintenance tasks.

• Process transactions for card, check, or other orders.

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

• Investigate customer issues that could not be resolved in the initial contact.

• Complete a nine-week training program from Monday to Friday, 9:00 AM to 6:00 PM CST.

⛳️ Requirements

• High school diploma or equivalent is required.

• Two to four years of relevant experience is preferred.

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

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

• Strong problem-solving and critical thinking abilities.

• Demonstrated time-management and organizational skills.

• Experience with digital applications (such as banking apps, money transfer apps, and payment/billing apps).

• Proficient technology skills with the capability to navigate various computer systems and applications, as well as utilize search tools for information retrieval.

• Ability to work independently in a distraction-free remote environment.

• Full attendance is mandatory during the nine weeks of training; no time off is allowed.

• An Associate’s degree, Bachelor’s Degree, or some college experience is advantageous.

• Previous experience in customer service or call centers is beneficial.

• Leadership experience is a plus.

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

• Employment eligibility verification will be conducted through E-Verify.

🏝️ Benefits

• Comprehensive healthcare options (medical, dental, vision).

• Basic term and optional term life insurance coverage.

• Short-term and long-term disability benefits.

• Pregnancy disability and parental leave.

• 401(k) plan and employer-funded retirement plan.

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

• Up to 11 paid holidays available.

• Adoption assistance provided.

• 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.

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

• Incentive and recognition programs.

• Opportunity to participate in an equity stock purchase plan.

• 401(k) contributions and pension options available.