Bilingual Mortgage Customer Service Associate

About the role

Are you passionate about customer service? Join our team as a Bilingual Mortgage Customer Service Associate working from our contact center in Bayamón, Puerto Rico, delivering best‑in‑class support to mortgage customers.

Key responsibilities

• Provide prompt, courteous and accurate assistance to mortgage customers via phone.
• Educate customers on digital channel solutions and self‑service applications.
• Handle a variety of inquiries, promote bank products and refer cross‑selling opportunities.
• Ensure all transactions comply with regulatory and security standards.
• Document calls and service requests in bank systems and escalate issues when needed.
• Support internal colleagues and perform additional duties as assigned.

Required profile

• Associate or Bachelor’s degree in Business Administration or a related field.
• Minimum one year of experience in customer service, call center or sales, preferably in a retail environment.
• Bilingual proficiency in English and Spanish.
• Strong telephone etiquette, listening and communication skills.
• Flexibility to work any day of the week and overtime as business needs dictate.
• Legal authorization to work in the United States.

Required skills

• Proficiency with MS Office and other business applications.
• Computer literacy and ability to document interactions accurately.
• Detail‑oriented with the capacity to manage multiple priorities.