Mortgage Servicing: Customer Care Specialist

Jobtailor; Plano (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

Jobtailor is seeking a customer service specialist to handle mortgage loan inquiries via an Automated Call Distribution system in a Plano, TX office. The role emphasizes accurate information, first-call resolution, and compliant handling of calls from borrowers and third parties.

Core duties include calling routing, payment collection when needed, and documenting interactions in the mortgage servicing system, with Monday–Friday shifts and bilingual Spanish skills as a plus.

Qualifications

• High school diploma or equivalent work experience.
• Customer service/call center experience preferred, but not required.
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
• Bi-Lingual (Spanish) skillset preferred.
• Knowledge of Fair Debt Collection Practices Act preferred.
• Knowledge of relevant and industry-specific computer software packages preferred.
• Basic negotiation skills.
• Ability to understand problems and collaborate to explore alternative solutions.
• Ability to make decisions with moderate impact on the immediate work unit.
• Ability to organize thoughts and ideas into understandable terminology.
• Basic arithmetic skills and ability to record, balance, and check results for accuracy.
• Ability to communicate orally with others accurately, audibly, and quickly.
• Monday-Friday availability.

Responsibilities

• Answer least complex incoming calls via an Automated Call Distribution system from borrowers and third parties with inquiries about existing mortgage loans
• Provide accurate and timely information courteously and professionally, striving for first-call resolution and complying with applicable regulations
• Refer complex calls to qualified team members
• Set up and route process tasks and contact supporting departments by email or phone to resolve calls
• Track, follow up, and complete customer callbacks
• Collect payments when necessary and appropriate
• Document call details, customer comments, and follow-up dates in the mortgage servicing system

Skills

Customer service

Communication

Problem solving

Decision making

Organization

Negotiation

Bilingual Spanish

Education

High school diploma

Tools

Mortgage servicing system

Automated Call Distribution System

Industry-specific software

Job description

Jobtailor is seeking a customer service specialist to handle mortgage loan inquiries via an Automated Call Distribution system in a Plano, TX office. The role emphasizes accurate information, first-call resolution, and compliant handling of calls from borrowers and third parties.

Core duties include calling routing, payment collection when needed, and documenting interactions in the mortgage servicing system, with Monday–Friday shifts and bilingual Spanish skills as a plus.