Call Center Specialist - Bilingual
HybridFort Worth, Texas, United States
Job Summary
Manage inbound and outbound calls, emails, and chats as the primary contact for borrowers regarding mortgage servicing inquiries. Provide clear, accurate information on account issues, payment processing, escrow accounts, loan balances, and documentation requests while explaining loan terms and servicing policies. Assist with complex issues, complaints, and regulatory escalations, maintaining detailed records of all interactions in servicing systems. Collaborate with internal departments to resolve borrower problems and ensure strict adherence to federal, state, and investor regulations. Maintain confidentiality of sensitive financial information and meet performance metrics for call quality and customer satisfaction.
Required Qualifications
- High school diploma or equivalent
- 1–3 years of customer service or call center experience
- Strong verbal and written communication skills
- Ability to manage difficult or sensitive conversations with professionalism and empathy
- Basic understanding of mortgage concepts
- Strong problem-solving and critical thinking skills
- Ability to navigate multiple systems and applications simultaneously
- Detail-oriented with strong organizational skills
- Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary
Desired Qualifications
- Associate or bachelor's degree
- Previous experience in mortgage servicing, banking, or financial service
- Knowledge of loan servicing platforms (e.g., MSP, Black Knight, or similar)
- Familiarity with regulatory requirements
- Bilingual skills (Spanish preferred)
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