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Mortgage Servicing Specialist
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Statebridge Company
Greenwood Village, CO (In Person)
$47,840 Salary, Full-Time
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Job Description
Mortgage Servicing Specialist Statebridge Company - 2.6 Greenwood Village, CO Job Details Full-time $22 - $24 an hour 17 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Life insurance Qualifications Spanish English Microsoft Office High school diploma or GED Bachelor's degree Typing Full Job Description
JOB SUMMARY/OVERVIEW
The Mortgage Servicing Specialist - Bilingual (English/Spanish) is responsible for providing high-quality borrower support through inbound and outbound calls, account review, and issue resolution. This position serves as the first point of contact for general inquiries and manages escalated borrower concerns, requiring strong communication, problem-solving, and cross-department collaboration. This role requires fluency in both English and Spanish to support Spanish-speaking borrowers across all servicing interactions. The Specialist is accountable for seeing issues through to full resolution while ensuring compliance with company policies and regulatory requirements.ESSENTIAL DUTIES/RESPONSIBILITIES
Call Handling- Manage inbound and outbound calls in English and Spanish with professionalism, courtesy, and accuracy, ensuring Spanish-speaking borrowers receive the same quality of service and accuracy of information.
- Follow call scripts, compliance requirements, and internal call procedures consistently.
- Document all call interactions thoroughly in the borrower's account record. Account Review and Processing
- Review borrower accounts for discrepancies, required updates, and unaddressed issues.
- Process account adjustments, updates, or corrections in accordance with department guidelines.
- Ensure all actions are fully completed and accurately recorded. Escalated Call Management
- Receive escalated borrower concerns and determine the underlying issue.
- Take ownership of escalated cases from initial contact to complete resolution.
- Partners with internal departments such as Payment Processing, Compliance, Account Research, and Collections.
- Provide clear, timely follow-up communication to borrowers and internal teams.
- Apply de-escalation techniques to resolve concerns professionally and effectively. Cross Department Collaboration
- Work closely with other teams to obtain necessary documents, approvals, or research.
- Ensure efficient and accurate handling of borrower issues requiring multi-department coordination.
- Maintain ongoing communication to avoid delays and ensure timely resolution. Compliance and Quality Assurance
- Adhere to all federal and state regulations, including FDCPA, TCPA, and internal compliance standards.
- Ensure all bilingual communications meet the same compliance and documentation standards as English-only interactions.
- Protect borrower information and maintain confidentiality at all times.
- Meet established performance, productivity, and quality assurance standards. Professional Conduct and Expectations
- Maintain a positive and professional tone in all borrower and internal interactions.
- Demonstrate accountability, strong follow-through, and attention to detail.
- Support a borrower-centric service approach that upholds company values. Education and Experience
- High school diploma or equivalent required.
- Bilingual fluency in English and Spanish (written and verbal) required.
- Prior call center, customer service, or financial services experience preferred.
- Experience handling escalated issues or complex account inquiries is a plus.
- Knowledge of FDCPA, TCPA, or other regulatory requirements is preferred. Qualifications
- Ability to analyze account information and identify discrepancies or required actions.
- Strong written and verbal communication skills in both English and Spanish.
- Ability to manage difficult or escalated conversations with professionalism.
- Strong organizational, time management, and follow-up skills.
- Ability to work independently and within a team environment.
- Commitment to accuracy and adherence to processes and compliance rules. Skills
- Excellent customer service and interpersonal communication.
- Bilingual communication skills in English and Spanish, including the ability to interpret mortgage and financial terminology accurately in both languages.
- Proficiency in de-escalation and conflict resolution techniques.
- Ability to multitask in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
- Accurate documentation and system navigation skills.
- Familiarity with call center software, account management systems, and basic office tools (e.
WORK ENVIRONMENT/OTHER INFORMATION
Work Environment- Standard office setting/work environment.
- Requires consistent use of a computer, headset, and standard office equipment.
- Fast-paced, service-oriented atmosphere with frequent borrower interaction.
- Work may involve time-sensitive tasks, deadlines, and multi-department coordination. Physical Requirements
- Ability to sit for extended periods while handling calls and completing account work.
- Ability to use hands and fingers for typing and computer navigation.
- Ability to speak clearly and listen attentively during calls.
- Must be able to follow written and verbal instructions accurately.