Bilingual Customer Service Representative

We have an outstanding Contract to Hire position for a Bilingual Customer Service Representative to join a leading Company located in Las Vegas, NV.

Pay Range : $19 - $22Shift : 9 am to 5 pmMust work 100% onsite : Las Vegas, NV (only candidates in Las Vegas area will be considered)Must be Bilingual Spanish / English

Call Center Representatives are responsible for providing first-line customer support to borrowers whose loans are serviced.

Act

as the

main

communication bridge between the company and borrowers, ensuring that loan accounts are serviced accurately, inquiries are handled promptly, and regulatory servicing standards (, CFPB, RESPA, FDCPA

, etc.

) are

maintained

Help fulfill servicing contracts with clients - which may include government agencies, nonprofits, municipalities, housing authorities, and private lenders - by keeping borrowers informed, compliant, and current on their loan obligations.

Job Responsibilities :

1. Borrower Communication

Handle inbound and outbound calls from borrowers regarding mortgage or loan accounts.

Respond to questions about :

Payment due dates, amounts, and posting times

Escrow balances, property taxes, and insurance

Loan payoff requests or reinstatement amounts

Account status (, delinquency, forbearance, loss mitigation)

Explain loan terms, servicing processes, and available assistance programs in clear, compliant language.

Escalate complex inquiries or complaints to higher-tier servicing or compliance teams when necessary.

2. Payment Assistance and Account Management

Take and process payments over the phone (as permitted).

Help borrowers understand past-due notices and payment options.

Educate borrowers on how to use

borrower

portal for online payments and document submission.

Provide guidance on

hardship or loss mitigation options (, deferments, modifications, or repayment plans).

3. Compliance & Documentation

Adhere to federal and state regulations related to loan servicing, debt collection,

privacy

(FDCPA, GLBA, etc.).

Properly document all borrower interactions in

servicing

platform (often Black Knight MSP or

simila

).

Follow scripting and compliance protocols for accuracy, consistency, and regulatory adherence.

4. Collaboration and Support

Coordinate with other departments

Escrow, Loss Mitigation, Payment Processing,

Accounting -

to resolve borrower issues.

Report recurring borrower concerns or system issues to management to improve customer experience.

Support special programs or servicing projects for nonprofit, municipal, or government clients (, affordable housing loans).

Who They Speak With :

Borrowers : Homeowners or business owners with loans serviced

Third

Parties :

Occasionally speak with insurance agents, tax authorities, or authorized representatives of borrowers.

Internal Teams : Loan Servicing, Payment Processing, Escrow Analysis, Compliance, and Collections departments.

Client Contacts : For government or nonprofit programs, may coordinate with housing or finance department

staff

Basic Hiring Criteria :

High school diploma or equivalent required

Bilingual English & Spanish highly preferred.

1-3 years of customer service or call center experience (preferably in mortgage or financial services).

Must be able to work 100% onsite (Las Vegas, NV)

Knowledge of loan servicing terminology and basic mortgage concepts.

Strong communication skills (verbal and written).

Attention to detail and ability to handle confidential financial data.

Comfort working with servicing platforms (, Black Knight MSP, Fiserv, etc.).

Ability to remain calm, empathetic, and compliant during stressful borrower interactions.

Benefits offered vary by contract.

Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and

affordable

medical coverage plan,

and

DailyPay (in some locations).

For a full description of benefits available to you,

be sure to talk

with your recruiter.

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit : / /

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and / or security clearance requirements, including, as applicable :

• The California Fair Chance Act-Los Angeles City Fair Chance Ordinance-Los Angeles County Fair Chance Ordinance for Employers-San Francisco Fair Chance Ordinance