TexasBank · 12 hours ago
Mortgage Servicing Specialist - Bilingual
Fort Worth - Hulen - Fort Worth, TX 76109
Full-time
Onsite
Entry, Mid Level
2+ years expTexasBank is a financial institution that is seeking a Mortgage Servicing Specialist who will serve as the primary contact for customers with existing mortgage loans. The role involves handling a high volume of inbound inquiries and addressing various servicing requests while ensuring compliance with bank policies.
Banking
Responsibilities
Serve as the first point of contact for customer inquiries related to mortgage loans, with a focus on achieving first-call resolution and meeting performance metrics such as average handle time, call quality, and customer satisfaction scores
Identify and record the customer’s preferred language to ensure clear, inclusive communication throughout the interaction
Provide prompt, courteous, and accurate assistance related to payments, escrow accounts, tax and insurance disbursements, and payoff statements, while adhering to service-level expectations
Demonstrate in-depth knowledge of mortgage products and servicing procedures to effectively resolve inquiries without escalation whenever possible
Engage with customers across various channels—phone, email, and chat—ensuring consistent service delivery and adherence to response time standards
Accurately document all customer interactions, including inquiries, outcomes, and follow-up actions, in accordance with departmental guidelines
Initiate outreach to customers with delinquent payments, providing clear resolution options in compliance with bank policies and supporting customer retention goals
Recommend payment solutions that are aligned with individual customer circumstances and contribute to overall account resolution rates
Collaborate with internal teams to resolve escalated or complex service issues while maintaining ownership of the customer experience
Actively contribute to service process improvements by identifying recurring issues and suggesting enhancements to improve efficiency and reduce repeat contacts
Consistently meet or exceed individual and team-based key performance indicators (KPIs) related to service quality, resolution rates, productivity, and compliance
Perform other duties and special projects assigned to support organizational objectives and enhance operational efficiency
Qualification
Required
High School Diploma or equivalent
1–2 years of experience in a call center or high-volume customer service environment
2–3 years of relevant work experience, preferably in banking or mortgage servicing
Bilingual proficiency in English and Spanish, with strong verbal communication skills in both languages
Excellent active listening skills and attention to detail
Demonstrated professionalism, empathy, and patience in customer interactions
Ability to recognize when to refer customers to appropriate internal resources
Preferred
Experience in mortgage servicing or within a financial institution
Proficiency with CRM systems and mortgage servicing software
Strong written communication skills, including the ability to draft professional emails
Competence in navigating various software applications and performing standard technical tasks
Company
TexasBank
TexasBank is a multi-generational, full-service community bank with 16 locations serving West Texas, Central Texas, and the DFW Metroplex.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mark Riebe
CEO and Chairman of the Board
Lisa Marie Graves
SVP, Chief Human Resources Officer
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