Call Center Specialist - Bilingual
TexasBank•Fort Worth, TX
•Hybrid
About The Position
The Loan Servicing Call Center Specialist is responsible for providing high-quality customer service to borrowers by managing inbound and outbound calls related to mortgage servicing. This role involves addressing customer inquiries, resolving account issues, educating borrowers on loan terms and options, and ensuring compliance with all regulatory and company standards.
Requirements
- High school diploma or equivalent (associate or bachelor’s degree preferred)
- 1–3 years of customer service or call center experience (mortgage servicing experience preferred)
- Strong verbal and written communication skills
- Ability to manage difficult or sensitive conversations with professionalism and empathy
- Basic understanding of mortgage concepts (or willingness to learn)
- Strong problem-solving and critical thinking skills
- Ability to navigate multiple systems and applications simultaneously
- Detail-oriented with strong organizational skills
Nice To Haves
- 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)
Responsibilities
- Serve as the primary point of contact for borrowers via phone, email, or chat regarding mortgage servicing inquiries
- Provide clear, accurate, and timely information to borrowers regarding their mortgage accounts
- Assist customers with payment processing and history, escrow accounts (taxes, insurance, shortages, surpluses), loan balance and payoff requests, account updates, and documentation requests
- Explain loan terms, servicing policies, and available options clearly and professionally
- Identify and escalate complex issues, complaints, or potential regulatory risks appropriately
- Maintain accurate and detailed records of all customer interactions in servicing systems
- Meet or exceed individual and team performance metrics (e.g., call quality, handle time, adherence, customer satisfaction)
- Ensure compliance with all federal, state, and investor regulations (e.g., CFPB, RESPA, FDCPA, FHA, Fannie Mae, Freddie Mac guidelines)
- Collaborate with internal departments such as collections, escrow, and loss mitigation to resolve borrower issues
- Maintain confidentiality of customer information in accordance with company policies
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
