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Job Summary

The primary purpose of the Customer Service Representative I - Bilingual is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls. As a bilingual representative, this position handles inquiries in the customer’s preferred language.

Essential Duties and Responsibilities

Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements.
Researches customer issues and works towards resolution when needed.
Updates servicing system with relevant notes/comments.
Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
Completes follow-up tasks to ensure customer satisfaction and resolution.
Miscellaneous duties as assigned.

Position Requirements

Education

High school diploma or equivalent required

Experience

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

Functional/Technical Skills

Effective verbal and written communication skills in both English and specified second language.
Strong customer service skills
Ability to problem-solving
Ability to work in a fast-paced environment
Ability to multi-task and manage time effectively
Working knowledge of Microsoft Windows applications

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.

Benefits

Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.

Planet Home Lending does not accept unsolicited resumes or candidate submissions from recruiters or employment agencies. In the absence of an enforceable, fully executed agreement for a specified position, Planet Home Lending has no obligation to pay any compensation or recruiter fee of any kind. In the event a recruiter, agency or other similar third-party submits a resume or candidate without a valid binding agreement, Planet Home Lending explicitly reserves the right to pursue and hire those candidate(s) without any obligation or compensation to the referring party. Any unsolicited resumes, referrals, or candidate submissions, including those communicated to a member of the Human Resources team or a hiring manager, shall be deemed the property of Planet Home Lending. If you or your agency would like to be considered as a future recruiting partner, please email HR-Recruiting@planethomelending.com.