Bilingual Mortgage Servicing Specialist — First-Call Resolution

FocusOne; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

FocusOne is hiring a Member Servicing Specialist in the Servicing Department in Northwest Houston. You will serve as the first contact for mortgage servicing inquiries, guiding members on payments, escrow, and loan questions while ensuring accuracy and compliance.

Ideal candidates have 2–5 years in mortgage servicing or customer service, a degree or equivalent, and fluency in English and Spanish. The role emphasizes detail, follow-up, and collaboration with partner credit unions.

Qualifications

• 2–5 years of mortgage servicing or customer service experience.
• Degree preferred or equivalent combination of education.
• Bilingual in English and Spanish.

Responsibilities

• Receive incoming member inquiries via phone, email, or chat.
• Assist borrowers with payments and resolving questions.
• Handle upset members and work toward resolution.
• Collaborate with other mortgage departments or clients for issue resolution.
• Document loan level updates in the system of record and follow scripts.

Skills

Communication skills

Bilingual (English/Spanish)

Detail-oriented

Time management

Collaboration

Education

Bachelor's degree or equivalent

Tools

FICS

MSP

Job description

FocusOne is hiring a Member Servicing Specialist in the Servicing Department in Northwest Houston. You will serve as the first contact for mortgage servicing inquiries, guiding members on payments, escrow, and loan questions while ensuring accuracy and compliance.

Ideal candidates have 2–5 years in mortgage servicing or customer service, a degree or equivalent, and fluency in English and Spanish. The role emphasizes detail, follow-up, and collaboration with partner credit unions.