Call Center Specialist - Bilingual

SUMMARY:The Loan Servicing Call Center Specialist is responsible for providing high-quality customer service to borrowers by managing inbound and outbound calls related to mortgage servicing. This role involves addressing customer inquiries, resolving account issues, educating borrowers on loan terms and options, and ensuring compliance with all regulatory and company standards.JOB DUTIES AND ESSENTIAL FUNCTIONS:Serve as the primary point of contact for borrowers via phone, email, or chat regarding mortgage servicing inquiriesProvide clear, accurate, and timely information to borrowers regarding their mortgage accountsAssist customers with payment processing and history, escrow accounts (taxes, insurance, shortages, surpluses), loan balance and payoff requests, account updates, and documentation requestsExplain loan terms, servicing policies, and available options clearly and professionallyIdentify and escalate complex issues, complaints, or potential regulatory risks appropriatelyMaintain accurate and detailed records of all customer interactions in servicing systemsMeet or exceed individual and team performance metrics (e.g., call quality, handle time, adherence, customer satisfaction)Ensure compliance with all federal, state, and investor regulations (e.g., CFPB, RESPA, FDCPA, FHA, Fannie Mae, Freddie Mac guidelines)Collaborate with internal departments such as collections, escrow, and loss mitigation to resolve borrower issuesMaintain confidentiality of customer information in accordance with company policiesWORKING CONDITIONS:Standard office environmentPrimarily office-based with some remote work as neededStandard business hours with occasional overtime during peak periodsFast-paced, deadline-driven environment requiring attention to detail and accuracyFrequent interaction with internal departments, vendors, and borrowers via phone, email, and virtual meetingsExposure to confidential and sensitive financial information requires strict adherence to data security and privacy policiesPHYSICAL DEMANDS:Prolonged periods of sitting at a desk and working on a computerOccasional walking, standing, bending, squatting, reaching, and twisting.Frequent use of hands and fingers for keyboarding and document handlingAbility to view computer screens for extended periods of timeAbility to communicate effectively via phone and video conferencing (hearing and speaking clearly)Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessaryMINIMUM REQUIREMENTS:High school diploma or equivalent (associate or bachelor’s degree preferred)1–3 years of customer service or call center experience (mortgage servicing experience preferred)Strong verbal and written communication skillsAbility to manage difficult or sensitive conversations with professionalism and empathyBasic understanding of mortgage concepts (or willingness to learn)Strong problem-solving and critical thinking skillsAbility to navigate multiple systems and applications simultaneouslyDetail-oriented with strong organizational skillsPREFERRED REQUIREMENTS:Previous experience in mortgage servicing, banking, or financial serviceKnowledge of loan servicing platforms (e.g., MSP, Black Knight, or similar)Familiarity with regulatory requirementsBilingual skills (Spanish preferred)Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.We are an Equal Opportunity EmployerTexasBank is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources. #J-18808-Ljbffr TexasBank