Mortgage Servicing Specialist - Bilingual

Job Details

Level: Experienced

Job Location: Fort Worth - Hulen - Fort Worth, TX 76109

Position Type: Full Time

Job Category: Customer Service

SUMMARY: The Mortgage Servicing Specialist serves as the primary contact for customers with existing mortgage loans at Texas Bank, handling a high volume of inbound inquiries—primarily by phone. This role addresses a variety of servicing requests, including payments, escrow, payoffs, and loan adjustments, while ensuring compliance with bank policies. The specialist is expected to deliver excellent customer service, maintain accuracy, and consistently meet established KPIs and performance metrics related to call quality, resolution time, and service efficiency.

• Serve as the first point of contact for customer inquiries related to mortgage loans, with a focus on achieving first-call resolution and meeting performance metrics such as average handle time, call quality, and customer satisfaction scores.
• Identify and record the customer’s preferred language to ensure clear, inclusive communication throughout the interaction.
• Provide prompt, courteous, and accurate assistance related to payments, escrow accounts, tax and insurance disbursements, and payoff statements, while adhering to service-level expectations.
• Demonstrate in-depth knowledge of mortgage products and servicing procedures to effectively resolve inquiries without escalation whenever possible.
• Engage with customers across various channels—phone, email, and chat—ensuring consistent service delivery and adherence to response time standards.
• Accurately document all customer interactions, including inquiries, outcomes, and follow-up actions, in accordance with departmental guidelines.
• Initiate outreach to customers with delinquent payments, providing clear resolution options in compliance with bank policies and supporting customer retention goals.
• Recommend payment solutions that are aligned with individual customer circumstances and contribute to overall account resolution rates.
• Collaborate with internal teams to resolve escalated or complex service issues while maintaining ownership of the customer experience.
• Actively contribute to service process improvements by identifying recurring issues and suggesting enhancements to improve efficiency and reduce repeat contacts.
• Consistently meet or exceed individual and team-based key performance indicators (KPIs) related to service quality, resolution rates, productivity, and compliance.
• Perform other duties and special projects assigned to support organizational objectives and enhance operational efficiency.

• Standard office environment with climate control.
• Regular, punctual attendance is essential for maintaining effective service operations.

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional walking, standing, bending, squatting, reaching, and twisting.
• Frequent use of hands and fingers for keyboarding and document handling.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent.
• 1–2 years of experience in a call center or high-volume customer service environment.
• 2–3 years of relevant work experience, preferably in banking or mortgage servicing.
• Bilingual proficiency in English and Spanish, with strong verbal communication skills in both languages.
• Excellent active listening skills and attention to detail.
• Demonstrated professionalism, empathy, and patience in customer interactions.
• Ability to recognize when to refer customers to appropriate internal resources.

PREFERRED REQUIREMENTS:

• Experience in mortgage servicing or within a financial institution.
• Proficiency with CRM systems and mortgage servicing software.
• Strong written communication skills, including the ability to draft professional emails.
• Competence in navigating various software applications and performing standard technical tasks.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without…