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Bilingual Customer Support Specialist

2 months ago

Tempe, Arizona, United States Valon Mortgage, Inc. Full time

Bilingual Customer Support Specialist

Location: Remote / Customer Service Division / Full-time

About Valon Mortgage, Inc.

Valon Mortgage, Inc. is dedicated to empowering homeowners throughout their financial journey, serving as a reliable partner for their home and future. Our team comprises engineers, operators, product aficionados, and seasoned servicing experts who harness technology to enhance the homeownership experience. Through our mortgage servicing solutions, we aim to revolutionize the industry, one homeowner and lender at a time.

Customer Service Team at Valon

The Customer Service team is a collective of dedicated and compassionate professionals committed to delivering outstanding service to our clients. Whether managing collections, overseeing default processes, or addressing customer concerns in real-time, the team acts as the vital link between Valon Mortgage and our clients. Each member possesses extensive knowledge of the mortgage sector and is driven by our mission to support homeownership.

Role Overview

As a member of our mortgage servicing team, we are seeking a Customer Support Specialist who will take charge of all aspects related to customer service. You will be responsible for efficiently managing both inbound and outbound customer communications in a professional and friendly manner. Your role will involve multitasking between customer service and collections responsibilities as business needs evolve. Ultimately, this position will allow you to embody our mission by advocating for homeowners on the front lines of customer support.

Key Responsibilities

  • Collect payments on overdue loans
  • Create and maintain a list of accounts with outstanding payments
  • Utilize credit bureau information, background checks, loan documents, and other resources to locate customers
  • Resolve customer inquiries and issues with a focus on first contact resolution
  • Listen to customers' concerns and assess the potential for collecting past due amounts
  • Establish repayment plans and new terms of sale
  • Update records once loans are current
  • Research customer inquiries using our internal servicing system
  • Make informed decisions to resolve customer issues
  • Accurately document all customer communications in detail
  • Promote products and services with a strong emphasis on customer satisfaction
  • Demonstrate a solid understanding of mortgage servicing, including escrow and payment application
  • Effectively multitask in a fast-paced and demanding environment
  • Maintain regular and punctual attendance
  • Work flexible hours, including nights and weekends, as needed
  • Spanish proficiency preferred, but not mandatory
  • College degree
  • 1-2 years of experience in call center or customer service roles
  • Background in mortgage servicing preferred, but not required

Minimum Qualifications

  • Exceptional communication skills
  • Strong attention to detail and accuracy
  • Ability to collaborate effectively

Benefits

  • Comprehensive medical, dental, and vision insurance plans
  • 15 vacation days, 5 sick days, and 11 paid company holidays
  • Commuter benefits
  • Company-provided PC laptop