Analyst, Customer Care Center -USA Voice Process

Onity Group INC; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

Onity Group INC is seeking a customer servicing associate to handle borrower inquiries, maintain accurate loan information, and resolve issues within defined servicing guidelines.

The role emphasizes high-quality customer experience, effective communication, and adherence to service standards to support operational efficiency and compliance in loan servicing contexts.

Qualifications

• Demonstrated customer service skills.
• Fluent in English (verbal and written).
• Knowledge or experience in mortgage loan servicing preferred.
• Graduate degree preferred; undergraduate candidates must have at least 1 year of call center experience.
• Strong communication, problem-solving, and interpersonal skills.

Responsibilities

• Handle loan-related customer inquiries through servicing channels.
• Evaluate interactions and update loan information in servicing systems.
• Assess, track, and resolve borrower complaints with appropriate escalation.
• Utilize autodialing systems to manage customer outreach while maintaining quality.
• Achieve defined productivity and contact targets while ensuring service quality.
• Take ownership of interactions and ensure end-to-end resolution or escalation when needed.
• Drive improvements to service delivery and efficiency through proactive problem solving.

Skills

Customer service

Communication skills

English fluency

Education

Graduate degree preferred

Undergraduate degree with 1 year call center experience

Job description

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 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 1 year 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)