Bilingual Customer Service Representative

Job Description

Job Description

We are looking for a bilingual customer service representative to support mortgage-related customer inquiries in Columbia, South Carolina. This Contract to Permanent opportunity is ideal for someone fluent in Spanish and English who brings strong call center or banking experience and enjoys guiding customers through detailed service conversations. The person in this role will help deliver responsive, accurate support while building knowledge of licensing requirements tied to mortgage servicing. Candidates must either already hold the required mortgage licensing credentials or be prepared to complete the necessary licensing process, including applicable state requirements, within the first 90 days of employment.

Responsibilities:

• Handle incoming and outgoing customer calls in both Spanish and English, providing clear and attentive support on mortgage-related questions and account needs.

• Assist customers with service requests, account updates, and general inquiries while maintaining accuracy and a high level of care in every interaction.

• Enter and update customer information in internal systems to ensure records remain complete, current, and properly documented.

• Resolve routine service issues efficiently and escalate more complex concerns to the appropriate team when needed.

• Explain processes, next steps, and required documentation in a way that helps customers feel informed and supported.

• Maintain productivity and service standards in a call center environment with consistent attention to quality and compliance.

• Fluency in both Spanish and English with the ability to communicate clearly in a customer-facing environment.
• Previous experience in customer service, call center operations, banking, or mortgage-related support.
• Current mortgage-related licensing credentials, or willingness and ability to obtain required licensing and state approvals within 90 days of starting employment.
• Strong phone-based communication skills, including experience managing inbound calls and placing outbound follow-up calls.
• Ability to navigate order entry or customer account systems with accuracy and strong attention to detail.
• Detail-oriented approach to problem-solving, customer interactions, and documentation.
• Comfortable working in a fast-paced setting that requires multitasking and consistent performance.