Customer Service Representative I - Bilingual

Planet Home Lending • Irving, TX

14d

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.

Requirements

• High school diploma or equivalent required
• General call center experience preferred
• 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

• 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.

Benefits

• Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance.
• We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays.
• In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees