Customer Relations Call Center Agent

Consolidated Analytics, Inc.; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

Consolidated Analytics is seeking a customer service professional to support U.S. mortgage servicing from our delivery centers.

You will handle inquiries by phone and email, research using loan servicing systems, and assist customers with balances, payments, escrow and servicing options. Ideal candidates possess strong English communication, call center experience, and the ability to navigate multiple systems while maintaining confidentiality and following procedures.

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service or call center experience.
• U.S. mortgage servicing or financial-services call center experience preferred.
• Strong spoken and written English.
• Ability to navigate multiple systems while assisting customers.
• Maintain confidentiality and follow procedures.

Responsibilities

• Answer incoming calls, place approved outbound calls, respond to voicemails, and assist with customer electronic communications.
• Research and respond to customer inquiries using loan servicing systems, account notes, procedures, and approved resources.
• Receive and process payments and provide accurate information regarding loan balances, payment activity, escrow, account status, servicing activity, and available servicing options.
• Assist customers regarding delinquency, mortgage assistance, and loss mitigation, including providing information regarding available programs, application requirements, current status, and next steps in accordance with established procedures.
• Perform approved loan system data entry, documentation, account maintenance, and task management activities.
• Provide first-call resolution whenever possible and escalate matters requiring additional authority, specialized review, or licensing.
• Adhere to customer identification, privacy, information security, regulatory, quality, and customer service requirements.
• Meet established productivity, service level, attendance, and quality expectations.

Skills

Customer service

Call center

English (spoken/written)

Research

Data entry

Communication

Education

High school diploma or equivalent

Tools

Loan servicing systems

Job description

• Answer incoming calls, place approved outbound calls, respond to voicemails, and assist with customer electronic communications.
• Research and respond to customer inquiries using loan servicing systems, account notes, procedures, and approved resources.
• Receive and process payments and provide accurate information regarding loan balances, payment activity, escrow, account status, servicing activity, and available servicing options.
• Assist customers regarding delinquency, mortgage assistance, and loss mitigation, including providing information regarding available programs, application requirements, current status, and next steps in accordance with established procedures.
• Perform approved loan system data entry, documentation, account maintenance, and task management activities.
• Provide first-call resolution whenever possible and escalat**e matters requiring additional authority, specialized review, or licensing.
• Adhere to customer identification, privacy, information security, regulatory, quality, and customer service requirements.
• Meet established productivity, service level, attendance, and quality expectations.

Qualifications

• High school diploma or equivalent.
• Minimum 1–2 years of customer service or call center experience.
• U.S. mortgage servicing, mortgage banking, or financial-services call center experience strongly preferred.
• Experience supporting U.S. customers by telephone preferred.
• Strong spoken and written English communication skills.
• Ability to clearly explain account and financial information to customers.
• Strong computer skills with the ability to navigate multiple systems while assisting customers.
• Detail oriented with strong research, documentation, organization, and problem-solving skills.
• Ability to follow established procedures and recognize when escalation or additional authority is required.
• Ability to maintain confidentiality and appropriately handle customer information.
• Ability to work effectively in a fast-paced, high-volume call center environment.
• Ability to successfully complete provided mortgage servicing, systems, compliance, and customer service training.
• Ability to work scheduled hours supporting U.S. servicing operations.

Consolidated Analytics | End-to-End Mortgage Solutions. Real Expertise. Real Results.

Consolidated Analytics is a data-driven mortgage solutions partner supporting the full life of the loan, from origination through servicing and capital markets. We combine asset-level intelligence with enterprise-scale solutions to power smarter decisions and measurable business outcomes. Our integrated capabilities span due diligence, residential and commercial valuation, collateral and risk analytics, process and technology optimization, and regulatory compliance, helping clients operate with clarity, agility, and confidence in a rapidly evolving market.

What sets us apart?

We bring together deep mortgage industry expertise, integrated technology, and a multidisciplinary workforce to help clients optimize quality, drive operational performance, and enhance decision-making at scale. Across the loan lifecycle, whether managing volume, acquiring assets in bulk, scaling originations, launching or expanding servicing, or navigating market and regulatory change, our teams deliver with clarity, compliance, and speed.

Core Services

• Mortgage Due Diligence
• Property Valuation + Analytics
• Mortgage Fulfillment (Origination and Servicing)
• Default Services (Claims, REO, Rental Management)
• Risk + Compliance Advisory
• Business Process Solutions (BPS)

Our Evolution

Over the past decade, we've strategically acquired and integrated best-in-class firms, including OpEXNOW, Equitable Mortgage Solutions, Carrington Property Services, and RealInfo into a unified platform designed to meet the demands of today's dynamic market.

We're not just a vendor, we're a partner built for transformation.

Careers

We're always hiring talented professionals who want to grow, lead, and win.