Bilingual Customer Service Representative (EN/SP) - Mortgage Servicing

Mercier Consultancy MD is seeking a Bilingual Customer Service Representative to assist customers with their mortgage servicing needs. The role involves answering inbound and outbound calls, handling inquiries, and providing solutions related to mortgage loans while utilizing various software tools.

Responsibilities:

• Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers' residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call
• Statement inquiries and requests
• Phone payments and inquiries
• Extensions
• Due date changes
• Bankruptcy/foreclosure
• Account credit history review
• Complaint handling
• Collections
• Account cure and liquidation negotiations (e.g., extension, payment options)
• Payoffs, escrow, document requests, account status, billing inquiries, and web support
• Respond to customer inquiries regarding their mortgage loans via Servicer's customer service telephone lines
• Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response
• Utilize Servicer-provided scripted materials to provide solutions to customers
• Follow-ups with customers with escalated issues or requesting a call back
• Escalate matters to appropriate members of the team as needed
• Follow the procedures, related materials, and other instructions to accept calls from mortgage servicing customers and manage these calls through completion

Requirements:

• Bilingual in Spanish and English
• At least 1+ years customer service experience
• Experience in working with people on different levels
• Strong communication skills, verbal and written
• Ability to navigate multiple applications simultaneously
• Excellent mortgage skills and knowledge are an asset
• Strong time management skills
• Candidates should be open to flexible scheduling options, including occasional Saturday assignments, and the ability to adapt/change as needed
• Experience with Mortgage Servicing Platform (MSP) as an asset