Customer Service Representative I - Bilingual

Job Summary

The primary purpose of the Customer Service Representative I - Bilingual is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls. As a bilingual representative, this position handles inquiries in the customer’s preferred language.

Essential Duties and Responsibilities

• Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
• Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
• Completes follow-up tasks to ensure customer satisfaction and resolution.
• Miscellaneous duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• General call center experience preferred
• Experience with loan servicing a plus
• Experience using specified second language in a professional capacity is preferred. Language testing may be required.

Functional/Technical Skills

• Effective verbal and written communication skills in both English and specified second language.
• Strong customer service skills
• Ability to problem-solving
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Working knowledge of Microsoft Windows applications

Benefits

Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 10 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.

Environmental/Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without accommodation. While performing the duties of this job, the employee is:

• Required to sustain predictable work attendance,
• Frequently required to sit, and use arms, hands and fingers to reach, handle or touch, operate, place, or position.
• Regularly required to communicate with others, detect, converse with, discern, convey, express oneself, and exchange information.
• Specific vision abilities required by this job include close vision, and ability to adjust focus.

Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.