Analyst, Customer Care Center–Service

Ocwen Financial Solutions Pvt. Ltd. - APAC; Bengaluru; On-site; INR 279,000 - 469,000; Full time

Benefits offered by this job

Health insurance

Job summary

Ocwen Financial Solutions Pvt. Ltd. - APAC in Bengaluru is seeking a customer service specialist to handle borrower inquiries and maintain accurate loan records within defined servicing guidelines. You will resolve issues, communicate clearly, and ensure high-quality service delivery.

The role emphasizes data accuracy, timely responses, and adherence to compliance. Strong English communication, problem-solving, and a professional demeanor are essential for success in this fast-paced environment.

Qualifications

• Demonstrated customer service skills with the ability to manage customer interactions effectively.
• Fluent in English (verbal and written).
• Knowledge or experience in mortgage loan servicing preferred.
• Graduate degree preferred; undergraduate candidates must have at least 3-5 years of call center experience.
• Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes.
• Strong communication, problem-solving, and interpersonal skills.

Responsibilities

• Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.
• Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.
• Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure.
• Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.
• Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.
• Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.
• Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.
• Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.
• Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.
• Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.
• Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.

Skills

Customer service

English proficiency

Mortgage loan servicing knowledge

Communication

Problem solving

Education

Bachelor's degree or higher

Job description

JOB DESCRIPTION

The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment.

Position Summary

The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment.

Job Function And Responsibilities

• Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.
• Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.
• Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure.
• Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.
• Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.
• Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.
• Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.
• Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.
• Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.
• Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.
• Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.

Qualification

• Demonstrated customer service skills with the ability to manage customer interactions effectively.
• Fluent in English (verbal and written).
• Knowledge or experience in mortgage loan servicing preferred.
• Graduate degree preferred; undergraduate candidates must have at least 3-5 years of call center experience.
• Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes.
• Strong communication, problem-solving, and interpersonal skills.

Work Schedule Or Travel Requirements

Scheduled shift changes because of business needs (associate must be flexible)