Specialist Customer Care Center - Resolutions

PHH Mortgage Corporation; Manila; Hybrid; PHP 335,000 - 603,000; Full time

Job summary

PHH Mortgage Corporation in the Philippines is seeking a Specialist, Customer Care Center – Resolutions (Spanish) to support English- and Spanish-speaking homeowners. You will address delinquency issues, guide customers through repayment options, and document interactions in the loan servicing system.

Ideal candidates have strong customer service skills and bilingual proficiency. The role may be based at MOA Complex, Pasay City, or set up for remote work with a 50 Mbps internet connection.

Qualifications

• Must have strong customer service skills.
• Fluent in English and Spanish.
• Mortgage loan servicing knowledge is a plus but not required.

Responsibilities

• Handle loan-related inquiries for pre-foreclosure to delinquent accounts via toll-free lines.
• Log borrower contacts into the loan servicing system.
• Offer long-term resolutions to resolve delinquency.

Skills

Customer service

Bilingual English/Spanish

Education

Graduate degree preferred

Job description

Job Description:

POSITION SUMMARY:

Specialist, Customer Care Center – Resolutions (Spanish)

The Spanish Bilingual Customer Resolution Agent serves as a key point of contact for homeowners seeking assistance with their mortgage accounts. This role is responsible for providing exceptional service to English- and Spanish-speaking customers, identifying solutions for delinquent loans, and helping customers navigate available repayment options. Through professional customer interactions and problem-solving, the agent plays a critical role in supporting customers while contributing to the companys commitment to delivering positive customer outcomes. This is an excellent opportunity for individuals who are passionate about customer service, thrive in a performance-driven environment, and are interested in building a career in the mortgage servicing industry.

JOB FUNCTION AND RESPONSIBILITIES:

• Handle loan related customer inquiries over the loan servicing toll free telephone number for pre-foreclosure to delinquent accounts. Appropriately follows up with customers when commitments for payment are not met
• Logs all borrower contacts into the loan servicing system
• Offer long term resolutions to customers to resolve delinquency
• Proficient use of an autodialing system to maximize effectiveness and increase contact ratios
• Required to make the prescribed number of contacts during the daily work schedule
• Familiar with the customer relations functions and the services offered
• Perform miscellaneous job-related duties as assigned by the department manager

QUALIFICATION:

• This position requires strong customer service skills
• Must be fluent in English and Spanish
• Overall knowledge and experience in mortgage loan servicing desirable but not required
• Graduate degree is preferred
• Undergraduates must have at least 6 months call center experience
• Applicants must be willing to work in MOA Complex, Pasay City and/or set up to work from home with 50 MBPS internet speed

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

• Must be willing to work in US timings