Customer Care Specialist II

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

Benefits offered by this job

Quarterly bonus

Shift differential

Bilingual differential

Award programs

Job summary

New American Funding is seeking a Customer Care Specialist II (Bilingual Spanish required) to support mortgage servicing inquiries and payments. This onsite role near Austin, TX requires strong MSP experience and excellent communication skills.

You will handle calls, assist with online payments, manage disputes, and work to resolve borrowers' issues within CFPB guidelines. Weekend hours may be required, with a competitive hourly rate and quarterly incentives.

Qualifications

• 5+ years' experience in a mortgage servicing call center.
• Knowledge of MSP and Black Knight Mortgage Servicing Platform.
• Ability to meet performance standards under CFPB guidelines.
• Excellent verbal and written communication and math skills.

Responsibilities

• Handle borrower inquiries and disputes per CFPB guidelines.
• Initiate delinquency contact and discuss retention options.
• Assist with online payments, password resets, and app navigation.
• Document interactions in MSP accurately and timely.
• Escalate complex issues to appropriate departments.

Skills

Bilingual Spanish

Customer service

Education

High School Diploma or Equivalent

Bachelor's degree preferred

Tools

MSP

Microsoft Office

Job description

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 and CFPB Guidelines;
• Initiate early delinquency contact with borrower to discuss the reason for the delinquency and determine the borrower's financial ability, intent, and recommend appropriate retention solutions, when appropriate;
• Assist with loan servicing website and mobile app payments, denied access and password resets;
• Assist borrowers with late charge waiver requests and other loan maintenance requests;
• Properly document each customer interaction in the MSP Mortgage Servicing System;
• Perform follow-up and research tasks to ensure problem resolution;
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;
• Complete daily work activities to meet operational requirements and goals;
• Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.;
• Other duties may be assigned.

Qualifications

Billingual Spanish Required

• Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry ;
• Knowledge of MSP, recent experience working with MSP
• Ability to meet all required performance standards;
• Must work well under pressure, meeting multiple and sometimes conflicting deadlines;
• Must have demonstrated ability to collaborate and work well with others;
• Must have demonstrated ability to achieve goals;
• Excellent verbal and written communication and listening skills;
• Good business writing and math skills;
• Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
• Bilingual (English/Spanish) a plus.

Education/Experience

The ideal candidate should have (5+) years' experience in a mortgage servicing call center utilizing Black Knight's Mortgage Servicing Platform (MSP).

History of reliable attendance and ability to meet all required performance standards;

Ability to work a schedule that includes some weekends;

must be able to pass background investigation;

High school diploma or equivalent required, bachelor's degree preferred.

Core Competencies

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Interpersonal - Maintains confidentiality; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to go