Bilingual Customer Service Specialist

446 Wrenplace Rd, Fort Mill, SC 29715, USA

As a Bilingual Customer Service Specialist, you’ll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process. You’ll act with urgency, empathy, and precision to guide customers toward financial recovery – ensuring every interaction drives clarity, trust, and progress.

This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served.

• 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.

• 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
• Strong judgment in handling confidential 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
• Experience with MSP platforms is a plus

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.