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 present solutions that align with customer needs.

• Address customer inquiries and concerns on the initial contact.

• Provide account-related information to customers.

• Resolve or escalate billing disputes as necessary.

• Rectify payment discrepancies.

• Adjust fees and finance charges when appropriate.

• Conduct account maintenance tasks.

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

• Take action on lost or stolen cards/checks.

• Investigate customer issues that could not be resolved during the first contact.

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

• Work autonomously in a remote environment.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Two to four years of applicable experience.

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

• Strong phone communication abilities with a focus on customer satisfaction.

• Excellent problem-solving and critical-thinking capabilities.

• Demonstrable time management and organizational skills.

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

• Strong technical skills and the capacity to navigate various computer systems and applications.

• Ability to utilize search tools effectively to obtain information.

• Capacity to work independently in a distraction-free remote setting.

• Mandatory 100% attendance during the nine weeks of training; no time off will be allowed.

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

• Employment eligibility verification through E-Verify is required.

• Compliance with applicable background-check standards is mandatory.

• An associate’s degree, bachelor’s degree, or some college experience is advantageous.

• Previous experience in customer service or call centers is a plus.

• Leadership experience is considered a bonus.

🏝️ Benefits

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

• 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 policies.

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

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

• Up to 11 paid holidays available.

• Adoption assistance programs.

• 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.

• Opportunities for equity stock purchases.

• Pension plan options.

• Disability accommodations available during the application or hiring process.