Job Description

POSITION SUMMARY

Specialist, Customer Care Center – Resolutions (Spanish)

The Spanish Bilingual Customer Resolution Agent serves as a key point of contact for homeowners seeking assistance with their mortgage accounts. This role is responsible for providing exceptional service to English- and Spanish-speaking customers, identifying solutions for delinquent loans, and helping customers navigate available repayment options. Through professional customer interactions and problem-solving, the agent plays a critical role in supporting customers while contributing to the company's commitment to delivering positive customer outcomes. This is an excellent opportunity for individuals who are passionate about customer service, thrive in a performance-driven environment, and are interested in building a career in the mortgage servicing industry.

JOB FUNCTION AND RESPONSIBILITIES:

• Handle loan related customer inquiries over the loan servicing toll free telephone number for pre-foreclosure to delinquent accounts. Appropriately follows up with customers when commitments for payment are not met
• Logs all borrower contacts into the loan servicing system
• Offer long term resolutions to customers to resolve delinquency
• Proficient use of an autodialing system to maximize effectiveness and increase contact ratios
• Required to make the prescribed number of contacts during the daily work schedule
• Familiar with the customer relations functions and the services offered
• Perform miscellaneous job-related duties as assigned by the department manager

QUALIFICATION:

• This position requires strong customer service skills
• Must be fluent in English and Spanish
• Overall knowledge and experience in mortgage loan servicing desirable but not required
• Graduate degree is preferred
• Undergraduates must have at least 6 months call center experience
• Applicants must be willing to work in MOA Complex, Pasay City and/or set up to work from home with 50 MBPS internet speed

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

• Must be willing to work in US timings