Bilingual Customer Service Representative

Job Description

Job Description

We are looking for a bilingual customer service representative to support mortgage-related inquiries and deliver a high level of service to customers in both English and Spanish. This contract-to-permanent opportunity is based in Columbia, South Carolina, and is well suited for someone with a strong background in customer support or banking who can communicate clearly, manage call volume effectively, and build trust with customers.

Responsibilities:

• Assist customers by phone with mortgage-related questions, account support, and service requests in both English and Spanish.

• Handle a steady flow of inbound calls while providing accurate information, clear guidance, and timely issue resolution.

• Place outbound calls when follow-up is needed to confirm details, provide updates, or help move customer requests forward.

• Enter and update customer information, service notes, and order details accurately within company systems.

• Maintain compliance with mortgage servicing standards, licensing expectations, and state-specific requirements tied to the role.

• Complete the required licensing process and any applicable state qualifications within the first 90 days of employment, if not already obtained.

• Deliver a positive customer experience by listening carefully, addressing concerns effectively, and escalating complex matters when appropriate.

• Fluency in both Spanish and English, with the ability to communicate professionally with customers in each language.

• Previous experience in customer service, call center operations, banking, or mortgage support.

• Current mortgage-related licensure, or willingness and ability to complete the required licensing process and state-specific requirements.

• Ability to manage inbound and outbound calls while maintaining accuracy, efficiency, and professionalism.

• Strong data entry and documentation skills with close attention to detail.

• Comfortable learning procedures, compliance expectations, and customer support tools in a fast-paced environment.

• High school diploma or equivalent required.