Job Description

Job Description

Job Description

The Bilingual Customer Service Representative (Spanish/English) assists AmeriNat borrowers from across the United States and Puerto Rico through phone, email and chat assistance. The CSR will answer questions and provide assistance relating to mortgage and other loans, including answering online banking questions. The CSR team has a reputation for service excellence:

“She was very professional and took care of my issue in a timely manner. She communicated with me through the process so that I knew my issue was being worked on and when it was resolved.” - Borrower quote

Major Responsibilities and Duties:

• Handle incoming customer service inquiries.
• Assist borrowers with website access and questions.
• Deliver exceptional service to external and internal customers.
• Process borrower check-by-phone requests.
• Respond to borrower correspondence & requests (regular mail, lockbox, website, emails, etc.).
• Respond to inter-office requests for information on loans.
• Process department incoming mail and faxes.
• Log and respond to Qualified Written Requests.
• Adhere to timelines established based on the customer needs and department workflow.
• Other duties as assigned.

Additional Expectations:

• Provide a professional example, accuracy, and consistency in work performance.
• Respect teammates.
• Participates and is an active team member by assisting others.
• Communicates in a courteous manner.
• Have a solution rather than a complaint to resolve issues promptly.
• Keep management informed of pertinent information.
• Communicate openly and often.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.
• Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO”.
• Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Minimum Qualifications:

• High School diploma or equivalent.
• 1-2 years call center and/or mortgage loan servicing experience a plus.
• Excellent customer service/communication skills with an emphasis on professionalism.
• Knowledge of MS Windows, Outlook, Word and Excel is required.
• Strong oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels.
• Must be able to multi-task in a fast-paced environment.
• Strong organizational and follow-up skills with the ability to prioritize.
• Bilingual (English and Spanish) required.
• Must be able to work 1:00 PM to 5:00 PM PST

Physical Requirements

• Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing - Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.

AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; vacation, sick and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.

AmeriNat will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. AmeriNat is an Equal Opportunity Employer.

AmeriNat provides loan servicing, asset management, underwriting and other services to government agencies, nonprofits, financial institutions and private investors across the United States and Puerto Rico.
Founded in 1975, AmeriNat has become an industry leader that manages over $11 billion in loans, real property assets and related deposits for approximately 300 clients.

Company Description

AmeriNat provides loan servicing, asset management, underwriting and other services to government agencies, nonprofits, financial institutions and private investors across the United States and Puerto Rico. \r\nFounded in 1975, AmeriNat has become an industry leader that manages over $11 billion in loans, real property assets and related deposits for approximately 300 clients.

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