Bilingual Customer Service Representative - Insurance Processing

Idaho Housing and Finance Association; Boise (ID); On-site; USD 42,000 - 52,000; Full time

Job summary

Idaho Housing and Finance Association is seeking a detail-oriented bilingual Customer Service Representative to join our Insurance Processing team within the Loan Servicing Department. You will assist borrowers by answering questions regarding their insurance coverage, deductibles, and ensuring premiums are paid.

The role requires English and Spanish proficiency, experience in customer service, and the ability to manage multiple tasks with precision and professionalism in a mortgage/loan

Qualifications

• Bilingual in English and Spanish required.
• Experience in residential real estate lending or loan servicing preferred.
• Previous customer service or call center experience preferred.
• Ability to work independently, organize, prioritize, and manage multiple responsibilities.
• Strong attention to detail and problem-solving skills.

Responsibilities

• Handle incoming phone calls and customer inquiries, in both Spanish and English, related to their insurance and escrow accounts.
• Guide borrowers through the insurance policy requirements and updating their escrowed insurance details.
• Track, document, and follow up on borrower needs to ensure timely completion according to Agency guidelines.
• Complete reports and make outbound calls to correct any collateral discrepancies.
• Maintain professional, friendly, and helpful interactions with IHFA borrowers and team members.
• Provide additional support and complete other duties as assigned by leadership.

Skills

Bilingual English/Spanish

Customer service

Call center experience

Multitasking

Tools

Microsoft Office

Job description

WE ARE HIRING!

We are seeking a detail-oriented Bilingual Customer Service Representative to join our Insurance Processing team within our Loan Servicing Department. In this role, you will assist borrowers by answering questions regarding their insurance coverage, deductibles, and ensuring their premiums are paid. If you enjoy staying organized, working on multiple different things at once, and providing excellent customer service, this could be a great opportunity to grow within a supportive and mission-driven organization.

In This Role, You Will:

• Handle incoming phone calls and customer inquiries, in both Spanish and English, related to their insurance and escrow accounts
• Guide borrowers through the insurance policy requirements and updating their escrowed insurance details
• Track, document, and follow up on borrower needs to ensure timely completion according to Agency guidelines
• Complete reports and make outbound calls to correct any collateral discrepancies
• Maintain professional, friendly, and helpful interactions with IHFA borrowers and team members
• Provide additional support and complete other duties as assigned by leadership

Why Work With Us?

At our organization, we are dedicated to improving lives and strengthening Idaho communities. We believe that housing opportunities, self-sufficiency, and economic development are the pillars of progress. Our commitment to our team is unwavering, and we consider our employees our greatest priority. Join us and be part of a professional and mission-driven organization that makes a meaningful impact on the lives of Idahoans.

Requirements

• Bilingual in English and Spanish required
• Experience in residential real estate lending, residential loan processing, loan closing, and/or loan servicing preferred
• Previous customer service or call center experience preferred
• Ability to work independently, organize, prioritize, and manage multiple responsibilities
• Strong attention to detail and problem-solving skills
• Ability to maintain excellent customer and team relations at all times
• Strong communication skills and proficiency in Microsoft Office programs preferred