Bilingual Loan Consultant
3 days ago
Tempe
Job DescriptionJob Summary We are seeking Bilingual Performing Loan Consultants (English/Spanish) to join a fast‑paced call center environment supporting homeowners with mortgage servicing needs. In this role, you will handle both inbound and outbound calls, working with customers who are past due on their mortgage to identify delinquency drivers and create customized payment solutions. You will also support inbound customer service inquiries, process payments, and refer eligible customers for refinancing opportunities. This role is ideal for customer‑focused professionals who thrive in a performance‑driven environment and are committed to delivering a high level of service while meeting individual and team goals. Key Responsibilities • Handle inbound and outbound calls in a blended call center environment, • Speak with homeowners who are past due on their mortgage to:, • Identify reasons for delinquency, • Develop and set up customized payment plans, • Assist inbound callers with:, • General mortgage servicing questions, • Website navigation and escrow inquiries, • Payoff processing and payment posting, • Accurately document all calls and actions in internal systems, • Process mortgage payments securely and in compliance with policy, • Refer eligible customers to refinancing teams when appropriate, • Meet or exceed established performance metrics, including:, • Quality, • Average Handle Time (AHT), • Schedule adherence, • First Call Resolution (FCR), • Payments collected and delinquency movement, • Adhere to compliance standards and company policies, • Consistently represent the organization in a professional and positive mannerCall Center Environment, • Blended call model (inbound priority, followed by outbound), • Approximately 7 calls per hour, • Skill‑based routing (Spanish calls prioritized), • Soft collections focus (accounts under 60 days delinquent), • Minimal transfers encouraged, • Three‑monitor workstation, • Strict attendance policy, • 2 unexcused absences in the first 30 days or 3 tardies may result in terminationTraining & ScheduleCorporate Training (Weeks 1–2), • Day 1: 8:00 AM – 5:00 PM, • Day 2 onward: 7:00 AM – 4:00 PM, • Assessments conducted during trainingOn‑the‑Job Academy / Nesting (Weeks 3–4), • 9:00 AM – 6:00 PMProduction Schedule, • 9:00 AM – 6:00 PM, • Breaks every 2 hours, • 30–60 minute lunchQualificationsRequired, • Fluent in both English and Spanish (verbal and written), • High school diploma or equivalent, • Strong customer service and phone communication skills, • Ability to work in a fast‑paced, metrics‑driven environment, • High level of attention to detail, • Basic technical proficiency:, • Comfortable using Windows‑based systems, • Ability to navigate multiple applications, • Proficient with Microsoft Office (Word, Excel, Outlook), • Strong work ethic, integrity, and reliabilityPreferred, • 1+ year of collections experience, • Call center experience (inbound and/or outbound), • Financial or mortgage servicing experience, • Sales experience, • Familiarity with Internet‑based search or skip‑tracing tools Upon conversion: • Base pay will adjust to incorporate bonus earning potential, • Average monthly bonuses of $1,500, • Top performers may earn up to $2,500 per month in bonuses, • No converted employee earns less than $21/hour total compensation, • Benefits include:, • PTO, • Holiday pay This is a Contract to Hire position based out of Tempe, AZ. Pay and Benefits The pay range for this position is $21.00 - $21.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision, • Critical Illness, Accident, and Hospital, • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, • Life Insurance (Voluntary Life & AD&D for the employee and dependents), • Short and long-term disability, • Health Spending Account (HSA), • Transportation benefits, • Employee Assistance Program The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.