Bilingual Customer Relationship Manager II

Bank of America | Chandler, AZ


The Customer Relationship Manager II is responsible for cultivating and maintaining on-going customer relationships. Manages a portfolio of delinquent loans by working with loan modification and disposition specialists to determine solutions that will cure the account in a timely manner. Presents customers with and educates customers on options such as Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure. Responsibilities may include responding to customer, or other 3rd party inquiries, researching, preparing, and/or procuring documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action. Typically will have more than 2 years call center experience.

  • Handles inbound calls from customers regarding all aspects of loan modification assistance including complex situations that may require research
  • Resolves customer concerns and escalates issues as needed
  • Makes outbound calls based on required calling activities
  • Submits service requests on behalf of customers to apply payments and other mortgage servicing related processes
  • Achieves production goals set by the manager and/or the business
  • Works together within a team to complete activities/calls to ensure daily workload is finished.

Required Skills:
  • Bilingual English - Spanish
  • Knowledge and understanding of GT&O businesses, specifically Mortgage Solutions acumen
  • Strong organization and time management to meet call and productivity goals
  • Must possess superior customer service skills to provide a positive experience
  • Flexibility/adaptability to manage multiple task in a high volume, fast paced environment
  • Excellent written and verbal communication skills. Able to be effective with on the phone and in-person with internal and external customers
  • Solid computer skills and web navigation
  • Interpersonal effectiveness with ability to build and maintain relationships

Desired Skills:
  • 2+ years Mortgage, Loan Loss Mitigation or Collections experience a plus
  • Ability to embrace change with a positive approach

Job Band:

1st shift (United States of America)

Hours Per Week:

Weekly Schedule:
8:00am - 4:30pm M-F

Referral Bonus Amount:

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August 7, 2022