Description

Engage with bilingual (English and Spanish) customers through voice channels to address inquiries, concerns, and requests related to mortgage products, services, and account information.

• Provide accurate and comprehensive information about mortgage options, interest rates, loan terms, and other relevant details to assist customers in making informed decisions.
• Assist customers in navigating online platforms and self-service tools, guiding them through account setup, payments, document submission, and other activities.
• Collaborate with internal teams to resolve complex customer issues; elevate cases as necessary.
• Handle all interactions professionally, efficiently, and in compliance with company policies and industry regulations.
• Maintain detailed records of customer interactions, transactions, and inquiries using the company's CRM system.
• Identify opportunities for upselling or cross-selling add...