Bilingual Customer Service Specialist

TWO; Coppell (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

TWO is seeking a Bilingual Customer Service Specialist in Coppell, Texas. This critical front-line advocate will provide proactive support to customers, particularly those navigating complex financial situations. You will lead with empathy, guide customers through possible resolutions, and ensure each interaction fosters clarity and trust.

Ideal candidates will be fluent in Spanish and English, possess strong communication skills, and demonstrate a proven customer service mindset. The role demands adaptability and urgency to exceed customer expectations.

Qualifications

• Fluency in both Spanish and English language.
• Strong communication skills with emphasis on active listening.
• Proven customer service mindset with polished phone presence.

Responsibilities

• Quickly assess the root cause of customer delinquency and formulate strategies.
• Engage in compassionate conversations to understand customer situations.
• Manage all aspects of the resolution process, collecting documentation.

Skills

Fluency in both Spanish and English

Strong communication

Analytical skills

Adaptability

Customer service mindset

Team-oriented

Strong judgment

Education

High School Diploma or GED

Job description

446 Wrenplace Rd, Fort Mill, SC 29715, USA

Job Description

As a Bilingual Customer Service Specialist, you’ll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process. You’ll act with urgency, empathy, and precision to guide customers toward financial recovery – ensuring every interaction drives clarity, trust, and progress.

This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served.

Responsibilities

• Diagnose and Resolve: Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
• Lead with Empathy: Engage in clear, compassionate conversations to fully understand each customer’s financial situation, while instilling confidence in the resolution path.
• Loss Mitigation Expertise: Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
• Own the Journey: Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
• Customer Experience Champion: Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
• Cross-Functional Collaboration: Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
• Precision in Execution: Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
• Compliance Leader: Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.

Qualifications

• Fluency in both Spanish and English language
• Confident with technology and ready to learn new systems
• Strong communication – both verbal and written – with emphasis on active listening and clarity
• Analytical skills and mathematical calculations
• High adaptability in fast-changing environments
• Show up consistently and on time – reliability matters
• Strong judgment in handling confidential matters
• Proven customer service mindset with polished phone presence
• Team-oriented, self-driven, and solutions-focused
• Deep sense of urgency and commitment to exceeding goals
• High School Diploma or GED required (college degree is a plus)
• Experience with collections, mortgage servicing, call center operations, or customer service
• GSE and GNMA experience
• Experience with MSP platforms is a plus

Physical Demands & Working Conditions

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.