Bilingual Spanish Mortgage Servicing Representative

New American Funding; Austin (TX); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Quarterly bonus

Shift differential

Award programs

Job summary

New American Funding is seeking a Customer Care Specialist II who is bilingual in Spanish to support customers with existing mortgage loans. This on-site role serves Austin-area site locations within 30 miles and offers a remote option if outside that radius.

The schedule runs 12pm-9pm CST, with training on a different initial schedule, and pay ranges from $20 to $24 per hour with DOE. Benefits include quarterly bonuses, shift differential, bilingual differential and various award programs.

Qualifications

• Spanish bilingual required.
• Experience handling mortgage servicing questions is a plus.
• Knowledge of CFPB guidelines is beneficial.

Responsibilities

• Handle inbound calls regarding mortgage servicing questions and concerns.
• Coach borrowers on payment options and self-serve tools.
• Respond to inquiries, disputes and complaints within CFPB guidelines.

Skills

Bilingual Spanish

Job description

Billingual Spanish Required

Overview

Position: Customer Care Specialist II - Billingual Spanish Required Targeted Start Date : 12/7/26 Location : Onsite if located within 30 miles of Austin,TX or Santa Ana, CA site locations US Remote if located outside of 30 miles of Austin, TX or Santa Ana, CA site locations Schedule : Must be able to work 12pm-9pm CST hours (training will have a different schedule to start) Pay : $20 - $24/hr. DOE. We offer quarterly bonus, shift differential, bilingual differential and award programs

Position Summary

The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs. Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA and Welcome calls. Customer Care Specialists will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers in the best ways to keep their loan current by offering ACH, Bi-weekly payments and self-serve options using the Servicing Digital mobile and web applications. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Responsibilities

• Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines