About this role
Job Description
Bilingual Mortgage Operations Specialist ? Renewals & Servicing ? Remote
Discover an exciting opportunity in the insurance sector for our client, where your contribution will support a positive client experience and strong mortgage operations. Join an environment that values quality, collaboration, knowledge sharing, and continuous improvement, while offering the opportunity to make a meaningful impact.
What is in it for you
? Hourly salary of $25.
? 18-month contract with the potential for permanent employment.
? Full-time position: 37.50 hours per week.
? Weekday schedule from 9 am to 5 pm EST.
? Training during the first 4 to 6 weeks.
? Enjoy the flexibility of remote work.
Responsibilities
? Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps.
? Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners.
? Apply established policies, procedures, controls, and authorities to non-routine situations, document the rationale for actions taken, and escalate matters requiring policy interpretation, material remediation, or higher approval.
? Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated.
? Perform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners.
? Provide procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability.
? Support the development and maintenance of procedures, job aids, training materials, and administrative controls.
? Partner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems.
? Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds to identify root causes and recommend practical improvements that reduce risk and rework.
? Support testing, operational readiness, and implementation of process or system changes where assigned.
? Protect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements.
What you will need to succeed
Required qualifications
? College diploma or an equivalent combination of education and significant relevant experience.
? Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.
? Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.
? Strong written and verbal communication skills, including the ability to explain processes and clearly document decisions, risks, and recommendations.
? Demonstrated analytical, root-cause analysis, problem-solving, quality-review, and risk-awareness capabilities.
? Ability to prioritize complex work, influence partners without direct authority, and remain effective during high-volume periods or rapid change.
? Ability to provide peer guidance, share know