Spanish Bilingual / CSR

PIONEER ACCOUNT

Job Title: Spanish Bilingual
Campaign: Banking and Finance
Location: Bridgetowne Blvd, Quezon City,
Work schedule: TBA
Salary range: Up to 100K (Depending on the experience)

Non-negotiable:

• Only accept Non- Native/Filipino applicants with 2 years BPO Spanish language experience.

Other Qualifications:
• Grade 12/Matric/High School Gr. in any field
• Prior 2+ years voice experience in proficient bilingual support is must
• Strong verbal and written communication skills; ability to understand and respond appropriately to complex situations
• Familiarity with mortgage products, loan terminology, and the home buying process is advantageous
• Excellent problem-solving skills with the ability to handle challenging customer situations with empathy
• Detail-oriented with high accuracy in data entry and documentation.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Flexibility to work various shifts, including evenings, weekends, and holidays as needed
• Proficiency in using CRM software and MS Office

Job Description:
• 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