Bilingual Loan Specialist - English/Spanish
Location: US, NC, Raleigh
Employment type: Full-time
Required experience: Entry level
Required education: High School or equivalent
Industry: Financial Services
Function: Customer Service
Description: Our Mortgage Team guides both new and existing clients in purchasing and maintaining the home of their dreams. Our goal is to build strong relationships with our mortgage clients based on responsible lending and borrowing practices and works with risk partners to offer the best borrowing solutions available. The ideal person in this role is responsible for maintaining positive working relationships with our Bilingual customers by answering inquiries, investigating customer accounts to correct any necessary errors regarding their mortgages and performing collection activity on past due mortgage loans using specific procedures in a professional, helpful and timely manner.  Banking, Mortgage, Financial experience is a definite PLUS!!!Essential Functions are as follows:Answer routine questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payment inquiries, address changes, and tax reporting information, requests for payoff and others.Make outbound new customer calls as new loans board, utilizing available scripts and excellent customer service and collections skillsHandle inbound and outbound calls to proactively collaborate with delinquent(3-29DPD) customers, third parties and attorneys.Understanding of government programs and GSE loan servicing requirements; particularly Fannie Mae. Adhere to stated timelines and government or agency regulatory and servicing requirements Document all customer contact in accordance with established procedures.Complete a root cause analysis during customer phone calls to determine their ability to pay and their understanding of their financial situation.Analytical and critical thinking skills needed to dissect and resolve complex servicing related issues in a clear concise manner that a customer will understandAbility to understand how to communicate difficult/sensitive information tactfullyAbility to handle, resolve, defuse and escalate issues in a tactful mannerMeet call center performance metrics as set out by his/her team lead to partner with team members and leadership to achieve business objectives and goalsMust be able to accept coaching and development feedback and use it to improve the delivery of the service provided. Make recommendations to management and asset specialists that simplify the customer experience and improve our delivery timelines. Working knowledge of personal computers using Microsoft Word, Access, Excel, PowerPoint, and Outlook; Lotus Notes a plus.  Also, demonstrated ability to learn and proficiently utilize proprietary and vendor applicationsPreferred QualificationsBilingual – SpanishCollections experienceSpecial RequirementsWilling to work off shift hours overtime, holidays and weekends as required by the business.
Requirements: Core CompetenciesFluent Bilingual SpanishAbility to handle multiple tasks and deadlines with specific attention to detailsStrong organizational skillsGood problem solving, analytical and data entry skills Effective verbal & written communications skillsAbility to work with minimal supervision & handle pressure EXCELLENT customer service skills Professional phone etiquetteAbility to operate general office equipment (photocopier, fax, etc.)Skill to type 50 words per minuteMinimum QualificationsHigh School Diploma/GEDMinimum of 3 months of call center experienceMinimum of 3 months mortgage servicing experience
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