Customer Relations Call Center Agent

Consolidated Analytics; Pune District; On-site; INR 240,000 - 420,000; Full time

Job summary

Consolidated Analytics in Pune, India, is hiring a Customer Service Associate for US mortgage servicing operations. You will answer calls, respond to inquiries, process payments, and assist with delinquency and loss mitigation following approved procedures.

The role requires 1–2 years of call center or customer service experience, strong English communication, and the ability to navigate multiple systems while maintaining confidentiality in a fast-paced environment. Training will be provided.

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service or call center experience.
• U.S. mortgage servicing, mortgage banking, or financial-services call center experience 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 navigating multiple systems.
• Detail oriented with strong research, documentation, organization, and problem-solving skills.
• Ability to follow established procedures and escalate when needed.
• Ability to maintain confidentiality and appropriately handle customer information.
• Ability to work effectively in a fast-paced, high-volume call center environment.
• Ability to complete provided mortgage servicing, systems, compliance, and customer service training.
• Ability to work scheduled hours supporting U.S. servicing operations.

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 accelerate 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

English communication

Research

Documentation

Problem solving

Attention to detail

Multi-system navigation

Confidentiality

Education

High school diploma or equivalent

Tools

Mortgage servicing systems

CRM software

Call center software

Job description

Essential Duties and 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 accelerate 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.