Bilingual Customer Service Specialist (Hybrid schedule)

The Customer Service Specialist will provide professional and knowledgeable assistance to borrowers in a call center environment. Will receive inbound calls on a daily basis and respond to customer inquiries and concerns. Quickly identify problems and provide effective solutions that best meet the needs of CMS and our borrowers. Coach borrowers on the best ways to bring their loans to a current state through education of alternative forms of resolution. Place outbound calls to support various corporate initiatives. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. This position pays $20.00/hr plus monthly incentive bonus. We offer an additional $1.50/hr for the bilingual (Spanish) skill set after training.

• Receive inbound calls and assist with various customer questions or concerns
• Research modification requests; provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments
• Assist with loan servicing website payments, denied access, password resets
• Respond to escrow, loss draft and closing document inquiries
• Suggest alternatives to borrowers who show an inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing
• Interact with different departments, checks status on a loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages
• Negotiate reasonable payment arrangements with borrowers, in accordance with department policies and procedures and in compliance with the Fair Debt Collection Practices Act
• Support specialized calling campaigns as required, based on business needs
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Knowledge of Fair Debt Collection Practices Act preferred
• Knowledge of relevant and industry-specific computer software packages preferred
• Basic negotiation skills
• Ability to understand problems and to collaborate and explore alternative solutions
• Ability to make decisions that have moderate impact on the immediate work unit
• Ability to organize thoughts and ideas into understandable terminology
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly

Qualifications

• High school diploma or equivalent work experience

• Customer service/call center experience preferred, but not required

• Banking, Mortgage/Loan Servicing industry experience preferred, but not required

• Hours Monday-Friday 8:30-5:30 or 9:30 - 6:30 plus overtime.