Associate, Customer Care Center_US Voice Process

Onity group Inc; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Onity group Inc. is seeking an experienced customer service professional to handle loan-related inquiries, maintain accurate loan records, and resolve borrower concerns within established servicing guidelines.

You will support delivering high-quality customer experience through effective communication, issue resolution, and adherence to service standards, contributing to operational efficiency and compliance.

Qualifications

• Demonstrated customer service skills with ability to manage interactions.
• Fluent in English (verbal and written).
• Knowledge or experience in mortgage loan servicing preferred.
• Graduate degree preferred; undergraduate candidates must have 1-3 years of call center experience.
• Strong communication, problem-solving, and interpersonal skills.

Responsibilities

• Handle loan-related customer inquiries through servicing channels with accurate information.
• Evaluate customer interactions and update loan information in servicing systems.
• Assess, track, and resolve borrower complaints with appropriate resolution or escalation.
• Utilize autodialing systems to manage customer outreach while maintaining quality.
• Achieve defined productivity and contact targets with service quality.
• Demonstrate familiarity with customer relationship functions and servicing offerings.
• Take ownership of customer interactions and ensure end-to-end resolution.
• Drive solution-oriented outcomes impacting customer experience and efficiency.
• Contribute to process optimization and continuous improvement initiatives.
• Exercise discretion within governance frameworks and represent the organization professionally.
• Perform miscellaneous duties aligned with role responsibilities as required.

Skills

Customer service

English fluency

Communication

Problem solving

Interpersonal skills

Education

Graduate degree preferred

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 1-3 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)