Bilingual Customer Service Representative

Planet Home; Irving (TX); Hybrid; USD 38,000 - 47,000; Full time

Job summary

Planet Home is seeking a Customer Service Representative I - Bilingual to resolve borrower inquiries on current mortgage loans received via inbound/outbound calls. As a bilingual agent, you will handle inquiries in the customer’s preferred language and provide accurate information.

This role requires strong verbal and written communication, the ability to work in a fast-paced environment, and precise notes in the servicing system. Training and benefits support career growth.

Qualifications

• High school diploma or equivalent required.
• General call center experience preferred.
• Experience with loan servicing is a plus.
• Experience using second language professionally preferred.

Responsibilities

• Responds to borrower inbound calls concerning their account and ensures high quality service while following regulatory requirements.
• Prioritizes business needs and completes outbound calls as volume allows.
• Performs follow-up tasks to ensure customer satisfaction and resolution.
• Other duties as assigned.

Skills

Bilingual (English/Spanish)

Verbal communication

Written communication

Customer service

Problem solving

Multitasking

MS Windows

Education

High school diploma or equivalent

Job description

Join a winning team of innovative thinkers, seasoned mortgage professionals, and financial experts. Build your career at Planet—recognized as a Top Mortgage Employer by National Mortgage Professional.

Job Summary

The primary purpose of the Customer Service Representative I - Bilingual is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls. As a bilingual representative, this position handles inquiries in the customer’s preferred language.

Work Schedule

• Monday - Friday 9:30 a.m. - 6:00 p.m./CST, work from home on Monday & Friday with one Saturday per month required

Essential Duties and Responsibilities

• Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
• Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
• Completes follow-up tasks to ensure customer satisfaction and resolution.
• Miscellaneous duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• General call center experience preferred
• Experience with loan servicing a plus
• Experience using specified second language in a professional capacity is preferred. Language testing may be required.

Functional/Technical Skills

• Effective verbal and written communication skills in both English and specified second language.
• Ability to problem-solving
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Working knowledge of Microsoft Windows applications

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.

Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.