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; escalate 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 additional mortgage products and services based on customer needs
• Stay updated on industry trends, product updates, and company policies to provide accurate information to customers
• Participate in ongoing training to enhance product knowledge, communication skills, and customer service techniques
• Contribute to a positive team environment by sharing insights and best practices to improve overall customer satisfaction
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