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Bilingual Account Specialist

Sumner, WA 98390

Job ID: 60963 Industry: Operations/Administrative

EXPANDING LOAN SERVICING/TECH COMPANY SEEKS BILINGUAL (SPANISH) ACCOUNT SPECIALIST

 

Job Title:                 Account Specialist – Bilingual

Work Status:            Full-Time, Non-Exempt

Reports To:              Customer Service Manager

 

POSITION DESCRIPTION

The Customer Service Representative supports growth and customer retention of the company by consistently delivering outstanding service and customer support. The Customer Service Representative provides customer service and account support to customers, investors and business clients. Assists with questions, complaints, phone payments and other inquiries.

DUTIES and RESPONSIBILITIES
  • Professionally handles incoming customer requests via phone, email and mail ensuring that requests are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gathers customer information, assesses and fulfills customer needs, and educates the customer where applicable to prevent the need for future contacts
  • Documents customer interactions through contact tracking.
  • Completes various account maintenance work including address changes, verifications of mortgage, ACH setups and returned mail processing.
  • Provides technical support including access/password issues, basic training and troubleshooting to customers accessing account information through the company’ s customer web portal.
  • Processes customer phone payments.
  • Resolves customer complaints via phone, email and mail.
  • Performs all job functions in compliance with departmental and company policies and procedures.

ADDITIONAL RESPONSIBILITIES
  • Supports other positions including payment posting, maintenance, reserves and software sales as needed.
  • Assists with special projects as requested
  • Assists with cross training as needed

KNOWLEDGE, SKILLS and EXPERIENCE
  • Minimum of 1-year relevant work experience in an inbound call center or real estate/banking/financial services office.
  • Ability to speak Spanish fluently
  • Excellent customer service skills
  • Strong verbal and written communication skills
  • Work experience requiring research and follow through for client issue resolution
  • Strong time management skills
  • Ability to provide a high level of service to both internal and external clients.
  • Ability to work efficiently in a fast-paced, multi-tasked environment
  • Ability to adapt to changes in schedules, routines, procedures, workstations, etc. with a positive attitude
  • Experience and knowledge of the Microsoft Office suite of products including Word, Excel and Outlook.
  • Ability to learn and work independently on proprietary software systems
  • Ability to handle sensitive client information in a confidential manner.
  • Work experience requiring attention to detail, accuracy and strong organization skills
  • Work experience requiring research and follow through for client issue resolution

PREFERRED KNOWLEDGE, SKILLS and EXPERIENCE
  • Ability to read and write Spanish fluently
  • Mortgage servicing or title/escrow experience preferred

EDUCATION
  • High School diploma or equivalent.

 

 

WORKING CONDITIONS
  • Performs majority of work from a seated position, working on a computer.
  • Ability to lift and carry up to 25 lbs.
  • May be required to adapt to schedule changes as needs arise, including working on Saturdays and working overtime as necessary.
  • May encounter angry, hostile clients.

Jessica Adams


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