Home Equity Specialist

Location: San Antonio, TX | 100% Onsite
Contract Length: 12 Months
Employment Type: Contract-to-Hire

Position Overview

We are seeking an experienced Home Equity Specialist to support a fast-paced financial services team.

This position will primarily focus on connecting with customers who are approaching the end of their Home Equity Line of Credit (HELOC) draw period. The representative will help customers understand their available options, answer questions, provide guidance on next steps, and connect them with the appropriate resources when additional assistance is needed.

The ideal candidate brings a strong combination of banking knowledge, customer service experience, and confidence handling outbound customer conversations.

Key Responsibilities

• Conduct outbound calls to customers approaching the end of their HELOC draw period.
• Educate customers on available options and clearly communicate next steps.
• Answer questions and provide professional, customer-focused support.
• Connect customers with the appropriate internal teams for additional assistance.
• Handle inbound HELOC-related calls and inquiries as needed.
• Research and troubleshoot customer questions or account concerns.
• Accurately document customer interactions, account activity, and call outcomes.
• Maintain and update Excel spreadsheets for outreach tracking and reporting.
• Communicate results and updates with internal team members using Microsoft Excel, Word, and Outlook.
• Provide timely follow-up while maintaining a high level of professionalism and customer service.

Required Qualifications

• 5+ years of customer service experience
• 2+ years of outbound sales and/or servicing experience
• 2+ years of Mortgage and/or Home Equity experience
• Previous banking or financial services experience
• Strong verbal and written communication skills
• Comfortable conducting a high volume of outbound customer calls
• Strong interpersonal, active-listening, and problem-solving skills
• Excellent attention to detail and documentation accuracy
• Proficiency with Microsoft Excel, Word, and Outlook

Preferred Qualifications

• Direct Home Equity or HELOC servicing experience
• Mortgage servicing experience within a banking environment
• Previous experience supporting customers within a large financial institution
• Call center experience within banking, mortgage, lending, or financial services

Ideal Candidate

The ideal candidate is a confident and customer-focused banking professional who understands Mortgage and Home Equity servicing and is comfortable initiating outbound conversations. They can clearly explain financial information, build rapport with customers, accurately document account activity, and efficiently navigate a structured banking environment.

Candidates with direct HELOC servicing experience combined with strong outbound calling experience will be especially well suited for this opportunity.