Bilingual Customer Service Specialist

RoundPoint Mortgage Servicing LLC; Dallas (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Bilingual Customer Service Specialist to be the first contact for mortgage accounts, payments, and general inquiries. You will work with Supervisors and lines of business to ensure exceptional service while adhering to regulatory standards.

The role emphasizes resolving issues, maintaining accurate loan records, and providing empathetic, solutions-oriented support in moments of customer distress.

Qualifications

• Fluency in Spanish and English to communicate with customers and internal teams.
• Excellent communication and customer service skills.
• Strong prioritization and time management abilities.
• Analytical skills and ability to calculate payments.
• Proficiency with Microsoft Office applications.
• Ability to handle high call volumes while maintaining quality and accuracy.
• Demonstrated patience, empathy, and professionalism in handling customer concerns.
• High School Diploma or GED required (college degree is a plus).
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment.
• Knowledge of GSE servicing guidelines (Fannie Mae/Freddie Mac) preferred.
• Proficiency in loan servicing system LMS preferred.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers through troubleshooting, navigating the company site, or answering questions about their account including payment-related inquiries, document requests, and payoff requests.
• Provide accurate and timely information on mortgage products, statements, and processes.
• Research and resolve customer issues and escalated complex cases when necessary.
• Monitor and manage early stage, Pre30 accounts using designated collection techniques.
• Maintain detailed and accurate customer records in loan servicing system.
• Ensure all communication meets regulatory and company compliance standards.
• Stay current on company products, services, and updates to effectively assist customers.
• Provide compassionate, solutions-focused support to customers in imminent default situations.

Skills

Bilingual Spanish/English

Excellent communication

Time management

Analytical skills

Proficient in MS Office

Handle high call volumes

Patience & empathy

Education

HS Diploma/GED

Tools

LMS

Microsoft Office

Job description

Position Overview:
As a Bilingual Customer Service Specialist, you'll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies.

You'll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Expected Start Date is Monday, January 4th, 2027.

Job Responsibilities:

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and escalated complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

Qualifications and Skills:

• Fluency in the languages of Spanish and English in order to communicate effectively with internal and external customers, of whom may speak only English or Spanish.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Display strong analytical skills and ability to calculate payments
• Proficient with Microsoft Office applications.
• Ability to handle high call volumes while maintaining quality and accuracy
• Demonstrated patience, empathy, and professionalism in handling customer concerns
• High School Diploma or GED required (college degree is a plus)
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferred
• Proficiency in loan servicing system: LMS, preferred

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.