Associate / Analyst – Customer Care Center (Voice Process)

Umanist Staffing LLC; Mumbai; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Work from office in Mumbai

Job summary

Umanist Staffing LLC in Mumbai is seeking a diligent Associate/Analyst for the Customer Care Center — Voice Process. The role focuses on handling loan servicing inquiries, resolving issues, and maintaining accurate account information with strong communication and problem-solving skills.

The ideal candidate should have excellent English communication, voice-based customer service experience, and the ability to follow defined processes and service standards.

Qualifications

• Excellent verbal and written communication in English.
• Mandatory experience in a voice-based customer service process.
• Strong customer handling and problem-solving skills.
• Graduate degree preferred; undergraduates with 1 year call center experience considered.
• Willingness to work from Mumbai office with rotational shifts.

Responsibilities

• Handle customer queries related to loan servicing and provide accurate resolutions.
• Update and maintain customer and loan information in servicing systems.
• Manage customer complaints, identify solutions, and escalate when needed.
• Handle customer interactions through voice channels while maintaining quality and compliance.
• Use calling systems to manage customer outreach activities.
• Achieve productivity and quality targets while ensuring customer satisfaction.
• Take ownership of customer concerns and provide end-to-end support.
• Identify opportunities for process improvements and better service delivery.
• Maintain professionalism and sound judgment in customer interactions.

Skills

Excellent verbal and written comms

Voice-based customer service

Customer handling & problem-solving

Manage conversations professionally

Graduate degree preferred

Undergraduate with 1 year call center

Willingness to work from Mumbai office

Education

Bachelor's degree preferred

Tools

CRM tools

Servicing systems

Job description

Associate / Analyst — Customer Care Center (Voice Process)

Location: Mumbai

Job Type: Full-Time | Work From Office

Experience: 1 — 10 Years,30131

Salary Range: INR 4,00,000 — 6,00,000 per annum

Banking/Financial Services/Insurance

Job Summary

We are looking for customer-focused professionals to join our Customer Care Center — Voice Process team. The role involves handling customer inquiries related to loan servicing, resolving customer concerns, maintaining accurate account information, and ensuring a high-quality customer experience through effective communication and problem-solving skills.

The ideal candidate should have strong communication abilities, customer service experience, and the ability to manage customer interactions professionally while following defined processes and service standards.

Key Responsibilities

• Handle customer queries related to loan servicing and provide accurate and timely resolutions.

• Update and maintain customer and loan-related information in servicing systems with accuracy and attention to detail.

• Manage customer complaints, identify solutions, and ensure timely closure or escalation when required.

• Handle customer interactions through voice channels while maintaining service quality and compliance standards.

• Use calling systems effectively to manage customer outreach activities.

• Achieve productivity and quality targets while ensuring customer satisfaction.

• Take ownership of customer concerns and provide end-to-end support.

• Identify opportunities for process improvements and contribute to better service delivery.

• Maintain professionalism and demonstrate sound judgment while interacting with customers.

Must-Have Skills & Qualifications

• Excellent verbal and written communication skills in English.

• Mandatory experience in a voice-based customer service process.

• Strong customer handling and problem-solving skills.

• Ability to manage customer conversations professionally and effectively.

• Graduate degree preferred.

• Undergraduate candidates should have at least 1 year of relevant call center/customer service experience.

• Flexibility to work in rotational shifts based on business requirements.

• Willingness to work from office in Mumbai.

Nice-to-Have Skills

• Prior experience in loan servicing, mortgage servicing, banking, or financial services processes.

• Knowledge of customer relationship management (CRM) tools and servicing systems.

• Ability to understand and follow process guidelines with minimal supervision.

• Experience handling customer complaints and escalations.

Benefits

• Competitive salary package.

• Attractive performance-based incentives (non-sales process).

• Opportunity to build experience in customer servicing and financial operations.

Note: This is a work-from-office role based in Mumbai. Candidates should be comfortable working in a voice process environment and flexible with shift timings.