Customer Service Representative I - Bilingual

Planet Home Lending, LLC; Irving (TX); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Medical plans

Dental insurance

Vision insurance

Disability insurance

401(k)

Employer-paid holidays

Supplemental life/critical illness/acc

Job summary

Planet Home Lending, LLC in Irving, TX is seeking a Customer Service Representative I - Bilingual to handle borrower inquiries on current mortgage loans. The role requires bilingual communication and the ability to resolve issues in the customer's preferred language.

Responsibilities include responding to inbound calls, performing outbound calls when needed, and ensuring timely follow-up for customer satisfaction.

Qualifications

• Proven ability to communicate in English and second language.
• Strong problem-solving skills and accuracy in handling inquiries.
• Ability to multitask and manage time in a fast-paced environment.

Responsibilities

• Respond to borrower inbound calls regarding their accounts to provide high-quality service and resolve issues.
• Conduct outbound calls as needed and follow up to ensure customer satisfaction.
• Document notes in servicing system and maintain compliance with regulatory requirements.
• Perform miscellaneous duties as assigned.

Skills

Bilingual communication

Verbal & written English

Problem solving

Multitasking

MS Windows

Education

High school diploma or equivalent

Job description

Irving, TX, USA

Job Description

Posted Tuesday, August 25, 2026 at 5:00 AM

Join a winning team of innovative thinkers, seasoned mortgage professionals, and financial experts. Build your career at Planet—recognized as a Top Mortgage Employer by National Mortgage Professional.

Job Summary

The primary purpose of the Customer Service Representative I - Bilingual is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls. As a bilingual representative, this position handles inquiries in the customer’s preferred language.

Essential Duties and Responsibilities

• Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
• Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
• Completes follow-up tasks to ensure customer satisfaction and resolution.
• Miscellaneous duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• General call center experience preferred
• Experience with loan servicing a plus
• Experience using specified second language in a professional capacity is preferred. Language testing may be required.

Functional/Technical Skills

• Effective verbal and written communication skills in both English and specified second language.
• Ability to problem-solving
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Working knowledge of Microsoft Windows applications

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.

Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.