Bilingual Customer Service Specialist

Responsibilities

• Diagnose and Resolve: Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
• Lead with Empathy: Engage in clear, compassionate conversations to fully understand each customer’s financial situation, while instilling confidence in the resolution path.
• Loss Mitigation Expertise: Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
• Own the Journey: Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
• Customer Experience Champion: Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
• Cross-Functional Collaboration: Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
• Precision in Execution: Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
• Compliance Leader: Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.

Qualifications

• Fluency in both Spanish and English language
• Confident with technology and ready to learn new systems
• Strong communication – both verbal and written – with emphasis on active listening and clarity
• Analytical skills and mathematical calculations
• High adaptability in fast-changing environments
• Show up consistently and on time – reliability matters
• Proven customer service mindset with polished phone presence
• Team-oriented, self-driven, and solutions-focused
• Deep sense of urgency and commitment to exceeding goals
• High School Diploma or GED required (college degree is a plus)
• Experience with collections, mortgage servicing, call center operations, or customer service
• GSE and GNMA experience desired
• Experience with MSP platforms is a plus