Call Center Specialist - Bilingual

TexasBank•Fort Worth, TX

About The Position

The Loan Servicing Call Center Specialist provides high-quality customer service to borrowers by managing inbound and outbound mortgage-servicing calls. The role addresses customer inquiries, resolves account issues, explains loan terms and available options, and ensures compliance with regulatory and company standards. The specialist serves as a borrower contact through phone, email, or chat; provides accurate information about mortgage accounts; and assists with payments, payment history, escrow, balances, payoffs, account updates, and documentation requests. The role maintains detailed interaction records, meets individual and team performance metrics, handles sensitive financial information confidentially, and works with internal departments to resolve borrower issues. This is a full-time position in a standard office environment, primarily office-based with some remote work as needed. Hours are standard business hours, with occasional overtime during peak periods. The work is fast-paced and deadline-driven, with frequent communication by phone, email, and virtual meetings.

Requirements

High school diploma or equivalent.
1–3 years of customer service or call center experience.
Strong verbal and written communication skills.
Ability to handle 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

Associate or bachelor’s degree.
Mortgage-servicing experience.
Previous experience in mortgage servicing, banking, or financial services.
Knowledge of loan-servicing platforms such as MSP, Black Knight, or similar.
Familiarity with regulatory requirements.
Bilingual skills, with Spanish preferred.

Responsibilities

Serve as the primary point of contact for borrowers by phone, email, or chat regarding mortgage-servicing inquiries.
Provide clear, accurate, and timely information about borrowers’ mortgage accounts.
Assist with payment processing and history, escrow accounts, loan balances and payoff requests, account updates, and documentation requests.
Explain loan terms, servicing policies, and available options clearly and professionally.
Identify and appropriately escalate complex issues, complaints, or potential regulatory risks.
Maintain accurate and detailed records of customer interactions in servicing systems.
Meet or exceed individual and team performance metrics, including call quality, handle time, adherence, and customer satisfaction.
Ensure compliance with applicable federal, state, and investor regulations and guidelines.
Collaborate with collections, escrow, loss mitigation, and other internal departments to resolve borrower issues.
Protect confidential customer information in accordance with company policies and data-security and privacy requirements.