Bilingual Loan Counselor

About the role

As a Loan Counselor you will contact customers who are behind on their home loan payments, understand their financial circumstances and work with them to identify feasible payment arrangements. The role requires balancing empathy with assertive communication while maintaining accurate records and complying with company policies and regulations.

Key responsibilities

• Conduct outbound calls to customers with overdue home loan payments, maintaining a professional and empathetic approach.
• Understand customers’ financial situations and identify reasons for payment delinquency.
• Negotiate feasible payment plans or alternative arrangements in line with company policies and regulations.
• Explain the importance of timely loan payments, potential consequences of non‑payment, and available support resources.
• Address customer concerns and disputes effectively while encouraging cooperation.
• Document customer interactions, payment agreements and collection activities accurately.
• Provide regular updates on collection efforts, identify trends and recommend process improvements.

Required profile

• At least 2 years of experience in title processing or a similar role.
• Proven track record of achieving outstanding customer satisfaction.
• Excellent written and verbal communication skills.
• Strong negotiation, problem‑solving and integrity when handling customer information.
• Ability to thrive in a fast‑paced startup environment.

Required skills

• OneDrive
• Microsoft systems
• Asana
• Proprietary software used by Fusion CX