BILINGUAL (SPANISH) CUSTOMER SERVICE REPRESENTATIVE
About The Position
The Customer Service Representative provides professional, knowledgeable, and responsive assistance to AmeriNat borrowers throughout the United States and Puerto Rico by phone, email, physical mail, and chat. The role addresses borrower inquiries and supports mortgage and other loan-related needs, including online banking questions. The position also supports internal customers and interdepartmental requests, processes payments and correspondence, and tracks and responds to Qualified Written Requests. The role has no supervisory requirements. Duties and qualifications may change based on new or revised work assigned to the position.
Requirements
- High school diploma or equivalent required.
- Excellent customer service and professional communication skills.
- Strong organizational, multitasking, and follow-up abilities in a fast-paced environment.
- Proficiency in Microsoft Office, including Outlook, Word, and Excel.
- Tech-savvy, with the ability to quickly adapt to new systems.
- Ability to communicate effectively with borrowers, clients, and colleagues at all levels.
- Physical ability to communicate clearly and accurately, hear and understand normal conversations, perform repetitive hand, wrist, and finger movements, maintain visual acuity to review documents and operate equipment, and perform primarily sedentary work with occasional lifting of up to 10 pounds.
Nice To Haves
- 1–2 years of call center or mortgage servicing experience preferred.
- Bilingual in English and Spanish preferred.
Responsibilities
- Deliver exceptional service to borrowers and internal customers.
- Respond to borrower inquiries and provide loan servicing and website assistance.
- Process check-by-phone payment requests accurately.
- Manage borrower correspondence through mail, lockbox, website, and email.
- Respond to interdepartmental loan information requests.
- Process incoming departmental mail and faxes.
- Log, track, and respond to Qualified Written Requests (QWRs).
- Meet established deadlines and departmental workflow expectations.
- Demonstrate professionalism, courtesy, and respect in every interaction.
- Maintain accuracy, consistency, and accountability in daily responsibilities.
- Uphold the quality and integrity of departmental services.
- Keep management informed of relevant updates and concerns.
- Support company goals through efficient, exceptional customer service.
- Perform other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
High school or GED
