Bilingual Customer Relations Call Center Specialist

Company: Colonial Savings

Job Title: Bilingual Customer Relations Call Center Specialist

City: Fort Worth State: Texas

Bilingual Customer Relations Call Center Specialist

Job Description

The Bilingual Customer Relations Call Center Specialist is responsible for fielding in-bound calls from customers in the servicing of their mortgage and providing excellent customer service and knowledgeable responses to resolve customer concerns.

Responsibilities Include:

• Answers internal calls, external calls, and work calls from the message center and respond to customer request within established timelines in order to maintain service level expectations in regards to call handling time and calls per hour
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
• Compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances
• Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service
• Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns
• Completes escrow analysis, account maintenance changes within servicing system, payoff requests, research accounts to provide resolution to customers, and handles credit bureau disputes
• Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets
• Effectively provide prompt, accurate and professional responses to customer inquiries
• Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent clients
• Promote the image and reputation of the company, while protecting the interests of our mortgagors, the firm and investors
• Other duties as assigned

Job Requirements

• Must be bilingual in English and Spanish
• 1+ years of experience in mortgage
• Mortgage servicing experience preferred
• Able to work in a high volume call center with frequent distractions
• Provide quality interactions with internal and external sources
• Input data and verify information
• Excellent verbal and written communication skills
• Able to communicate extensively, effectively and empathetically to our customers
• Excellent customer service
• Excellent organizational, problem solving and analytical skills
• Execute and prioritize multiple tasks
• Demonstrate professionalism
• Ability to work independently in a high volume environment
• Proficient computer skills, including Microsoft Office
• Must be an efficient and effective listener

This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Founded in 1952 as Fort Worth Mortgage Corporation, today Colonial is a national, multi-service financial institution headquartered in Fort Worth, Texas. A federally chartered thrift, Colonial is one of the largest servicers of residential mortgage loans in the United States, with a servicing portfolio of $20 Billion. Colonial operates a network of six consumer/commercial banks located throughout North Central Texas.

Member FDIC | Equal Housing Lender | NMLS ID 401285