BILINGUAL (SPANISH) CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

Primary Position Objective: 

The Customer Service Representative (CSR) provides professional, knowledgeable, and responsive assistance to AmeriNat borrowers throughout the United States and Puerto Rico via phone, email, physical mail, and chat. The CSR addresses inquiries and supports borrowers with mortgage and other loan-related needs, including online banking questions.

Major Responsibilities and Duties: 

• Deliver exceptional service to borrowers and internal customers.
• Respond to borrower inquiries and provide loan servicing and website assistance.
• Process check-by-phone payment requests accurately.
• Manage borrower correspondence through mail, lockbox, website, and email.
• Respond to interdepartmental loan information requests.
• Process incoming departmental mail and faxes.
• Log, track, and respond to Qualified Written Requests (QWRs).
• Meet established deadlines and departmental workflow expectations.
• Perform other duties as assigned.

Supervisory Requirements: 

None

Additional Expectations:

• Demonstrate professionalism, courtesy, and respect in every interaction.
• Maintain accuracy, consistency, and accountability in daily responsibilities.
• Uphold the quality and integrity of departmental services.
• Keep management informed of relevant updates and concerns.
• Support company goals through efficient, exceptional customer service.

Minimum Qualifications: 

• High school diploma or equivalent required.
• 1–2 years of call center or mortgage servicing experience preferred.
• Excellent customer service and professional communication skills.
• Strong organizational, multitasking, and follow-up abilities in a fast-paced environment.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Tech-savvy with the ability to quickly adapt to new systems.
• Ability to communicate effectively with borrowers, clients, and colleagues at all levels.
• Bilingual in English and Spanish preferred.

Physical Requirements

• Communicate clearly and accurately, including detailed instructions.
• Hear and understand normal conversations.
• Perform repetitive hand, wrist, and finger movements.
• Maintain visual acuity to review documents and operate equipment.
• Perform primarily sedentary work, with occasional lifting of up to 10 pounds.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position .