Call Center Specialist - Bilingual

Job DetailsLevel: ExperiencedJob Location: Fort Worth - Hulen - Fort Worth, TX 76109Position Type: Full TimeJob Category: BankingSUMMARY:

The Loan Servicing Call Center Specialist is responsible for providing high-quality customer service to borrowers by managing inbound and outbound calls related to mortgage servicing. This role involves addressing customer inquiries, resolving account issues, educating borrowers on loan terms and options, and ensuring compliance with all regulatory and company standards.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

Serve as the primary point of contact for borrowers via phone, email, or chat regarding mortgage servicing inquiries
Provide clear, accurate, and timely information to borrowers regarding their mortgage accounts

Assist customers with payment processing and history, escrow accounts (taxes, insurance, shortages, surpluses), loan balance and payoff requests, account updates, and documentation requests
Explain loan terms, servicing policies, and available options clearly and professionally
Identify and escalate complex issues, complaints, or potential regulatory risks appropriately
Maintain accurate and detailed records of all customer interactions in servicing systems
Meet or exceed individual and team performance metrics (e.g., call quality, handle time, adherence, customer satisfaction)
Ensure compliance with all federal, state, and investor regulations (e.g., CFPB, RESPA, FDCPA, FHA, Fannie Mae, Freddie Mac guidelines)

Collaborate with internal departments such as collections, escrow, and loss mitigation to resolve borrower issues
Maintain confidentiality of customer information in accordance with company policies

WORKING CONDITIONS:

Standard office environment
Primarily office-based with some remote work as needed
Standard business hours with occasional overtime during peak periods
Fast-paced, deadline-driven environment requiring attention to detail and accuracy
Frequent interaction with internal departments, vendors, and borrowers via phone, email, and virtual meetings
Exposure to confidential and sensitive financial information requires strict adherence to data security and privacy policies

PHYSICAL DEMANDS:

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
Ability to view computer screens for extended periods of time
Ability to communicate effectively via phone and video conferencing (hearing and speaking clearly)
Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary

QualificationsMINIMUM REQUIREMENTS

High school diploma or equivalent (associate or bachelor’s degree preferred)
1–3 years of customer service or call center experience (mortgage servicing experience preferred)
Strong verbal and written communication skills
Ability to manage difficult or sensitive conversations with professionalism and empathy
Basic understanding of mortgage concepts (or willingness to learn)
Strong problem-solving and critical thinking skills
Ability to navigate multiple systems and applications simultaneously
Detail-oriented with strong organizational skills

PREFERRED REQUIREMENTS:

Previous experience in mortgage servicing, banking, or financial service
Knowledge of loan servicing platforms (e.g., MSP, Black Knight, or similar)
Familiarity with regulatory requirements
Bilingual skills (Spanish preferred)

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 notice.

We are an Equal Opportunity Employer

TexasBank is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources.