Bilingual Customer Service Representative

TEKsystems•Tempe, AZ

1d•$21 - $21•Onsite

About The Position

Handling both inbound and outbound calls in a fast‑paced call center environment. Consultants will speak with homeowners who are past due on their mortgage, identify the reason for delinquency, and work with them to set up customized payment plans to bring their loan current. They'll also assist inbound callers with general mortgage servicing questions, process payments, and refer eligible customers to refinancing teams when appropriate. Throughout the day, documentation of interactions, meet performance goals, follow compliance standards, and represent the company professionally while delivering a high level of customer service. Primary Function: The Performing Loan Consultant is responsible for providing excellent customer service in a fast-paced call center. The Performing Loan Consultant will handle inbound customer service related calls, as well as, contact homeowners across the country to collect past-due mortgage payments, identify their issues, and develop practical payment solutions that help them get current in their mortgage payments. Our Performing Loan Consultant team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service.

Requirements

College degree preferred, High-school diploma (or equivalent) required.
Over 1 year of collections experience preferred.
English and Spanish fluency.
Outstanding negotiation and telephone communication skills.
Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).
The ability to maintain professional conduct with people of any mood or personality type.
Excellent reasoning and research skills; the ability to see the “big picture” and manage the details.
The ability to safeguard confidential customer and company information.
A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
The ability to follow instructions but work with minimal direct supervision.
Excellent keyboard skills.
Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).

Nice To Haves

Sales experience a plus
Financial experience and call center experience is a very nice to have, but not required. We will stack rank individuals with that experience and prioritize them so long as they meet other requirements and are professional, reliable, and showcase a strong work ethic.

Responsibilities

Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.
Develop workable payment solutions that satisfy both our clients/investors and our company.
Handling inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs.
Process homeowners’ mortgage payments.
Offer and refer eligible homeowners for refinancing opportunities to the Originations department
Arrive at work on-time for all shifts. Reliable transportation to work or comply with requirements for remote work policy.
Achieve company performance goals.
Take part in continuous training in company policies/procedures and industry regulations.
Consistently represent the company in a positive and professional manner.
Performs related duties as assigned by supervisor.