Spanish Bilingual Specialist - Banking and Finance Account

•    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.