We are seeking a proficient Bilingual (English and Spanish) Customer Service Specialist to join our Mortgage Services team. In this role, you will provide expert voice support to customers, addressing inquiries related to mortgage products, account management, and loan services. The ideal candidate is a strong communicator, empathetic problem-solver, and eager to grow within a global industry leader.

Key Responsibilities:

· Provide bilingual (Spanish) voice support to customers, addressing inquiries, concerns, and requests regarding mortgage products, interest rates, loan terms, and account information.
· Guide customers through online platforms and self-service tools for account setup, payments, document submission, and other transactions.
· Deliver accurate and detailed information to help customers make informed decisions about their mortgage options.
· Collaborate with internal teams to resolve complex issues and escalate cases when necessary.
· Maintain thorough and accurate records of all customer interactions in the CRM system.
· Identify opportunities to upsell or cross-sell mortgage products based on customer needs.
· Stay current on mortgage industry trends, product updates, and regulatory guidelines.
· Participate in ongoing training programs to enhance product knowledge and customer service skills.
· Uphold company policies, compliance standards, and service level agreements in all interactions.
· Contribute to a positive team environment by sharing insights and best practices.

Qualifications:

· Grade 12/Matric/High School Graduate or equivalent.
· Must have 2+ years of voice experience in a bilingual (English and Spanish) customer support role.
· Excellent verbal and written communication skills in both English and Spanish.
· Familiarity with mortgage products, loan terminology, or the home buying process is a strong advantage.
· Strong problem-solving abilities and empathy in handling challenging customer situations.
· Detail-oriented with a high degree of accuracy in data entry and documentation.
· Ability to multitask, prioritize effectively, and work in a fast-paced environment.
· Proficient in using CRM systems and Microsoft Office applications.
· Flexible to work various shifts, including evenings, weekends, and holidays as required.

What We Offer:

· Structured Career Path: Clear growth trajectories and internal promotion opportunities.
· Expanding Team: Be part of a growing site with significant career progression potential.
· Comprehensive Benefits: Free HMO coverage for you and your dependents (including domestic partner) from your first day.
· Learning & Development: Access to skills training and professional development programs.
· Work-Life Balance: Generous paid leave policies.
· Safe & Inclusive Environment: A supportive workplace that values respect and collaboration.

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Ready to build your career with a global leader? Apply today and become part of the WNS story!