Call Center Specialist - Bilingual

SUMMARY:

The Loan Servicing Call Center Specialist is responsible for providing high-quality customer service to borrowers by managing inbound and outbound calls related to mortgage servicing. This role involves addressing customer inquiries, resolving account issues, educating borrowers on loan terms and options, and ensuring compliance with all regulatory and company standards.

JOB DUTIES AND

ESSENTIAL FUNCTIONS:

Serve as the primary point of contact for borrowers via phone, email, or chat regarding mortgage servicing inquiries

Provide clear, accurate, and timely information to borrowers regarding their mortgage accounts

Assist customers with payment processing and history, escrow accounts (taxes, insurance, shortages, surpluses), loan balance and payoff requests, account updates, and documentation requests

Explain loan terms, servicing policies, and available options clearly and professionally

Identify and escalate complex issues, complaints, or potential regulatory risks appropriately

Maintain accurate and detailed records of all customer interactions in servicing systems

Meet or exceed individual and team performance metrics (e.g., call quality, handle time, adherence, customer satisfaction)
Ensure compliance with all federal, state, and investor regulations (e.g., CFPB, RESPA, FDCPA, FHA, Fannie Mae, Freddie Mac guidelines)
Collaborate with internal departments such as collections, escrow, and loss mitigation to resolve borrower issues

Maintain confidentiality of customer information in accordance with company policies

WORKING CONDITIONS:

Standard office environment

Primarily office-based with some remote work as needed

Standard business hours with occasional overtime during peak periods

Fast-paced, deadline-driven environment requiring attention to detail and accuracy

Frequent interaction with internal departments, vendors, and borrowers via phone, email, and virtual meetings

Exposure to confidential and sensitive financial information requires strict adherence to data security and privacy policies PHYSICAL DEMANDS:

Prolonged periods of sitting at a desk and working on a computer

Occasional walking, standing, bending, squatting, reaching, and twisting.

Frequent use of hands and fingers for keyboarding and document handling

Ability to view computer screens for extended periods of time Ability to communicate effectively via phone and video conferencing (hearing and speaking clearly)
Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary

MINIMUM REQUIREMENTS:

High school diploma or equivalent (associate or bachelor’s degree preferred)1–3 years of customer service or call center experience (mortgage servicing experience preferred)
Strong verbal and written communication skills

Ability to manage difficult or sensitive conversations with professionalism and empathy

Basic understanding of mortgage concepts (or willingness to learn)
Strong problem-solving and critical thinking skills

Ability to navigate multiple systems and applications simultaneously

Detail-oriented with strong organizational skills PREFERRED REQUIREMENTS:

Previous experience in mortgage servicing, banking, or financial service

Knowledge of loan servicing platforms (e.g., MSP, Black Knight, or similar)
Familiarity with regulatory requirements

Bilingual skills (Spanish preferred)

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer Texas Bank  is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination.

Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources.
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