Bilingual Customer Service Representative

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 rate : $25.00. Shift : 9 am to 5 pm. Must work onsite : Las Vegas, NV. 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 (e.g., 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 :

• Borrower Communication : Handle inbound and outbound calls from borrowers regarding mortgage or loan accounts. Respond to questions about payment due dates, amounts, posting times, escrow balances, property taxes, and insurance, loan payoff requests or reinstatement amounts, account status, and 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.
• 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.
• 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. Follow scripting and compliance protocols for accuracy, consistency, and regulatory adherence.
• 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.

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; associate or bachelor's degree preferred. 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. 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.