Job 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; 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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  Qualifications

  
  


• Grade 12/Matric/High School Gr. in any field


• Prior 2+ years voice experience in proficient bilingual support is must


• Strong verbal and written communication skills; ability to understand and respond appropriately to complex situations


• Familiarity with mortgage products, loan terminology, and the home buying process is advantageous


•  Excellent problem-solving skills with the ability to handle challenging customer situations with empathy


•  Detail-oriented with high accuracy in data entry and documentation.


• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment


• Flexibility to work various shifts, including evenings, weekends, and holidays as needed


•  Proficiency in using CRM software and MS office


• Willing to work on-site - Bridgetown Libis, Quezon City


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  Additional Information

  
  


• Benefits and Company Perks:


• Structured career path


• Growing and expanding team – more internal career progression opportunities for all


• Safe work environment


• Free HMO coverage from day 1, including your domestic partner


• Skills training opportunities


• Paid leaves


• Annual appraisal