Customer Service Representative I - Bilingual

Planet Home Lending•Irving, TX

3d•Onsite

About The Position

The primary purpose of the Customer Service Representative I - Bilingual is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls. As a bilingual representative, this position handles inquiries in the customer’s preferred language. The job is typically performed in a standard office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.

Requirements

High school diploma or equivalent required
Effective verbal and written communication skills in both English and specified second language.
Strong customer service skills
Ability to problem-solving
Ability to work in a fast-paced environment
Ability to multi-task and manage time effectively
Working knowledge of Microsoft Windows applications

Nice To Haves

General call center experience preferred
Experience with loan servicing a plus
Experience using specified second language in a professional capacity is preferred.
Language testing may be required.

Responsibilities

Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements.
Researches customer issues and works towards resolution when needed.
Updates servicing system with relevant notes/comments.
Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
Completes follow-up tasks to ensure customer satisfaction and resolution.
Miscellaneous duties as assigned.

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