Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking a Bilingual Home Loan Specialist in Saint Louis, MO.

Summary:
This candidate acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. This individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Responsibilities:

• Operate in a Call Center environment as a customer success advocate


• Receive inbound calls and make outbound calls to consumers


• Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers


• Answer high-volume, inbound calls or texts from current customers in a timely manner; Provide exceptional customer service to all customers' mortgage loan inquiries/requests


• Effectively manage a pipeline of up to 75 loans


• Performing routine data entry and validation tasks


• Handling routine calls, emails and/or chat responses with PennyMac employees, consumers &/or authorized 3rd parties


• Monitoring work queues and intervening as needed


• Interacting with multiple departments to expedite processing and/or issue resolution


• Conduct preliminary or basic research to accurately resolve and respond to customer inquiries


• Must request assistance for escalated and/or more complex issues to department senior associates or supervisors


• Meet outlined production and quality standards


• Follow established Policy and Procedures


• Performing other related duties as required and assigned


• Demonstrating behaviors which are aligned with the organization's desired culture and values

REQUIREMENTS:

• Must be fluently bilingual in English and Spanish - No Exceptions


• Must be a team player with strong attention to detail and able to work independently


• Proven track record at delivering timely and accurate information in a fast-paced environment


• Excellent critical thinking, problem solving, mathematical skills and sound judgment


• Effective time management skills to deliver work on time


• Capable communicator, written and oral


• Strong negotiation skills with ability to effectively resolve problems


• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)


• Mortgage and/or financial services call center experience is a plus


• General understanding of applicable Federal, State and Local mortgage regulations a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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