Mortgage Call Center Specialist (Bilingual - Spanish )

Job Description

Overview:

This position is responsible for answering inbound calls and initiating outbound calls within a call center environment to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit.

Key responsibilities include analyzing clients’ financial goals, identifying optimal lending product solutions, submitting mortgage applications, assisting clients with gathering supporting documentation, and keeping clients informed throughout the mortgage loan process.

This role is subject to SAFE Act registration requirements. All employees engaged in residential mortgage loan originations must register with the federal registry system, maintain good standing, and complete the required background check. Failure to obtain or maintain SAFE Act registration may result in termination.

Responsibilities:

Provide exceptional client care in every interaction.

Answer inbound calls and initiate outbound calls to guide clients through lending needs and solutions.

Analyze client financial goals and determine optimal product recommendations.

Submit mortgage applications and support clients with gathering required documentation.

Maintain consistent communication with clients and business partners via phone, email, and online systems.

Utilize multiple technology systems to manage the lending process and support clients.

Identify cross-referral opportunities to other financial products and services.

Ensure compliance with lending policies, guidelines, and risk management standards.

Deliver timely problem resolution for clients at all stages of the loan process.

Qualifications:

1+ year of sales and mortgage experience (contact center experience a plus).

Bilingual – Spanish required.

Knowledge of mortgage loan products (Conventional, Jumbo, FHA, Government) and lending regulations.

Ability to analyze financial/credit data and recommend solutions.

Strong client service, communication, and consultative skills.

Proven ability to meet sales goals while ensuring compliance.

Adaptable, organized, and able to manage multiple priorities in a high-volume environment.

Availability for weekends and extended hours as needed.

Full-time