Specialist, Customer Care Center – Resolutions (Spanish)

Onity Mortgage Corporation – Philippine Branch; Pasay; On-site; PHP 300,000 - 450,000; Full time

Job summary

Onity Mortgage Corporation – Philippine Branch is seeking a Specialist, Customer Care Center – Resolutions (Spanish) to support homeowners with mortgage accounts. The role requires solving delinquency issues and guiding customers through repayment options while serving English- and Spanish-speaking clients.

You will log borrower contacts and work toward long-term resolutions using an autodialing system. Position based in MOA Complex, Pasay City, with daily contact targets and potential continued

Qualifications

• Experience in mortgage loan servicing is desirable.
• Fluent in English and Spanish.
• Undergraduates must have at least 6 months call center experience.
• Graduate degree preferred.
• Willing to work in MOA Complex, Pasay City.

Responsibilities

• Handle loan related inquiries on pre-foreclosure to delinquent accounts.
• Follow up with customers when payment commitments are not met.
• Log borrower contacts into the loan servicing system.
• Offer long term resolutions to resolve delinquency.
• Use an autodialing system to maximize contact ratios.
• Make prescribed number of contacts during the daily work schedule.
• Perform miscellaneous duties as assigned by the department manager.

Skills

Customer service

Bilingual Spanish/English

Call center experience

Education

Graduate degree preferred

Job description

About the role

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 company's 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.

Key responsibilities

• Handle loan related customer inquiries over the loan servicing toll free telephone number for pre-foreclosure to delinquent accounts

• Appropriately follow up with customers when commitments for payment are not met

• Log all borrower contacts into the loan servicing system

• Offer long term resolutions to customers to resolve delinquency

• Use an autodialing system to maximize effectiveness and increase contact ratios

• Make the prescribed number of contacts during the daily work schedule

• Perform miscellaneous job-related duties as assigned by the department manager

About you

• Strong customer service skills

• Fluent in English and Spanish

• Graduate degree preferred

• Undergraduates must have at least 6 months call center experience

• Overall knowledge and experience in mortgage loan servicing desirable but not required

• Willing to work in MOA Complex, Pasay City