Bilingual Customer Service Representative (EN/SP) - Mortgage Servicing
Sutherland, Tulsa, Oklahoma, United States, 74145
Overview
Sutherland Mortgage Services Inc.
is a premier nationwide provider of end-to-end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers. We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace.
THIS ROLE IS ON-SITE IN OUR TULSA, OK OFFICE.
Potential Work-at-Home opportunity after 6 months. Must be bilingual in both Spanish and English. Eligibility determined by performance and Management discretion.
We are seeking Mortgage Servicing Customer Service Representatives who have experience providing borrowers with assistance. Prior experience preferred.
Responsibilities
Demographic changes (e.g., address, name, email, authorized to speak with)
Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.
Statement inquiries and requests
Phone payments and inquiries
Extensions
Due date changes
Bankruptcy/foreclosure
Account credit history review
Complaint handling
Collections
Account cure and liquidation negotiations (e.g., extension, payment options)
Payoffs, escrow, document requests, account status, billing inquiries, and web support
Respond to customer inquiries regarding their mortgage loans via Servicer’s customer service telephone lines
Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response
Utilize Servicer-provided scripted materials to provide solutions to customers
Follow-ups with customers with escalated issues or requesting a call back
Escalate matters to appropriate members of the team as needed
Follow the procedures, related materials, and other instructions to accept calls from mortgage servicing customers and manage these calls through completion
Qualifications
Bilingual in Spanish and English
At least 1+ years customer service experience
Experience in working with people on different levels
Strong communication skills, verbal and written
Ability to navigate multiple applications simultaneously
Excellent mortgage skills and knowledge are an asset
Strong time management skills
Candidates should be open to flexible scheduling options, including occasional Saturday assignments, and the ability to adapt/change as needed
Experience with Mortgage Servicing Platform (MSP) is an asset
Additional Information Department Hours of Operation:
Monday– Friday 7am - 8pm CST
Saturday 7am - 4pm CST
Sunday - Closed
EEOC and Veteran Documentation: During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. The Administrative EEO record is optional and used for statistical analysis to comply with government record keeping and reporting requirements. All Administrative EEO records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Your cooperation is voluntary and inclusion or exclusion of any data will not affect any employment decision.
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is a premier nationwide provider of end-to-end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers. We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace.
THIS ROLE IS ON-SITE IN OUR TULSA, OK OFFICE.
Potential Work-at-Home opportunity after 6 months. Must be bilingual in both Spanish and English. Eligibility determined by performance and Management discretion.
We are seeking Mortgage Servicing Customer Service Representatives who have experience providing borrowers with assistance. Prior experience preferred.
Responsibilities
Demographic changes (e.g., address, name, email, authorized to speak with)
Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.
Statement inquiries and requests
Phone payments and inquiries
Extensions
Due date changes
Bankruptcy/foreclosure
Account credit history review
Complaint handling
Collections
Account cure and liquidation negotiations (e.g., extension, payment options)
Payoffs, escrow, document requests, account status, billing inquiries, and web support
Respond to customer inquiries regarding their mortgage loans via Servicer’s customer service telephone lines
Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response
Utilize Servicer-provided scripted materials to provide solutions to customers
Follow-ups with customers with escalated issues or requesting a call back
Escalate matters to appropriate members of the team as needed
Follow the procedures, related materials, and other instructions to accept calls from mortgage servicing customers and manage these calls through completion
Qualifications
Bilingual in Spanish and English
At least 1+ years customer service experience
Experience in working with people on different levels
Strong communication skills, verbal and written
Ability to navigate multiple applications simultaneously
Excellent mortgage skills and knowledge are an asset
Strong time management skills
Candidates should be open to flexible scheduling options, including occasional Saturday assignments, and the ability to adapt/change as needed
Experience with Mortgage Servicing Platform (MSP) is an asset
Additional Information Department Hours of Operation:
Monday– Friday 7am - 8pm CST
Saturday 7am - 4pm CST
Sunday - Closed
EEOC and Veteran Documentation: During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. The Administrative EEO record is optional and used for statistical analysis to comply with government record keeping and reporting requirements. All Administrative EEO records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Your cooperation is voluntary and inclusion or exclusion of any data will not affect any employment decision.
#J-18808-Ljbffr