Bilingual Customer Support representative

About the role

We are seeking a Bilingual Customer Care Specialist who is fluent in both Spanish and English to join our customer service team. In this role, you will serve as a primary point of contact for customers, helping them resolve questions and concerns related to hazard insurance, mortgage banking, and property loss. The ideal candidate is an excellent listener, patient problem solver, and compassionate communicator who is committed to providing a positive customer experience on every call.

Remote Work Eligibility: Remote candidates are welcome to apply. Exceptions may apply based on location and business requirements in the following states and jurisdictions: Alaska, Arizona, California, Colorado, District of Columbia, Hawaii, Illinois, New Jersey, New York, Vermont, Washington, and Wyoming.

• Help and connect with people every day.
• Use your problem-solving skills to resolve customer concerns.
• Work in a fast-paced and constantly changing environment.
• Make a meaningful difference through excellent customer service.
• Use active listening and attention to detail to understand customer needs.
• Go above and beyond to create positive customer experiences.
• Receive comprehensive paid training.
• Learn new systems, policies, and processes.
• Enjoy opportunities for professional growth and advancement.
• Work in a performance-driven environment.

Responsibilities

• Handle inbound customer calls in both Spanish and English.
• Research and resolve loan-level inquiries related to hazard insurance, mortgage banking, and property loss.
• Listen carefully to customer concerns and respond with patience, professionalism, and empathy.
• Take ownership of customer issues from initial contact through resolution.
• Ask thoughtful questions to understand each customer’s specific situation.
• Provide accurate, timely, and effective solutions.
• Proactively identify ways to help customers avoid future challenges.
• Navigate multiple systems while handling calls and reviewing account information.
• Document customer interactions accurately and thoroughly.
• Participate in special projects and take on additional responsibilities as needed.
• Adapt to changing priorities and business needs.
• Complete paid training, including classroom instruction, online learning, and side-by-side observations.

Qualifications

• Must be fluent in Spanish and English, both verbally and in writing.
• High school diploma or GED required.
• At least one year of work experience required.
• College degree with zero to one year of work experience preferred.
• Strong verbal, written, and listening skills.
• Excellent attention to detail.
• Genuine interest in helping people