Bilingual Customer Service Representative - Remote Work Schedule

Position Overview

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. The primary purpose of the Customer Service Representative I - Bilingual is to resolve all borrower inquiries on current mortgage loans received via inbound/outbound calls, handling inquiries in the customer’s preferred language.

Work Schedule: Monday - Friday 9:30 a.m. - 6:00 p.m./PST with 1 Saturday per month required. Monthly Bonus Program!

Key Responsibilities

• Respond to borrower inbound calls concerning their account, ensuring high quality service, meeting productivity and regulatory requirements, researching customer issues, and updating the servicing system with relevant notes/comments.
• Prioritize the needs of the business by completing assigned outbound calls as inbound call volume permits.
• Complete follow-up tasks to ensure customer satisfaction and resolution.
• Perform miscellaneous duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Effective verbal and written communication skills in both English and the specified second language.
• Strong customer service skills.
• Ability to problem-solve, work in a fast-paced environment, multi-task, and manage time effectively.
• Working knowledge of Microsoft Windows applications.

Preferred Qualifications

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

Benefits & Perks

• 3 comprehensive Cigna or Kaiser medical plans.
• Dental and vision insurance.
• Short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer-paid holidays.
• Supplemental benefits, including life insurance, critical illness, and accident plans.