Bilingual Customer Care Specialist

Job Summary

To support customer inquiries regarding mortgage services, the full-time Bilingual Customer Care Specialist will manage inbound and outbound calls, assist with loan servicing questions, and ensure compliance with industry regulations while working onsite or remotely based on location.

Key responsibilities

• Handles customer calls related to mortgage servicing, ensuring prompt and accurate responses to inquiries and complaints
• Initiates early delinquency contacts to assess borrower situations and recommend retention solutions
• Documents customer interactions in the MSP Mortgage Servicing System and performs follow-up tasks for problem resolution

Required qualifications

• Bilingual Spanish required
• Minimum of 5 years' experience in a mortgage servicing call center using Black Knight's Mortgage Servicing Platform (MSP)
• High school diploma or equivalent required; bachelor's degree preferred
• Ability to work a flexible schedule that may include weekends
• Demonstrated ability to meet performance standards and work under pressure