Customer service associate -I Chat

Rocket India; Chennai; On-site; INR 300,000 - 350,000; Full time

Job summary

Rocket India is hiring a Customer Service Associate for Chat Support in Chennai. You will handle mortgage-related inquiries, guide customers through online tools, and collaborate with loan officers to resolve complex issues.

The role emphasizes accuracy, empathy, and compliance, with growth opportunities in a dynamic fintech team. You will engage customers across chat platforms, document interactions in the CRM, and identify upsell opportunities while staying current on product updates and

Qualifications

• Bachelor's degree in any field.
• Strong verbal and written communication skills for complex situations.
• Empathetic, composed approach to challenging interactions.
• Attention to data entry and documentation with high accuracy.
• Ability to multitask and manage time in a fast-paced environment.
• Typing speed of 30–40 words per minute.
• Flexibility to work evenings, weekends, and holidays.
• Experience: 0-2 years in customer service (chat preferred).
• Familiarity with mortgage products and loan terminology.
• Proficiency with CRM software and chat platforms.

Responsibilities

• Engage with customers via chat to address inquiries, concerns, and requests related to mortgage products and accounts.
• Provide accurate information on mortgage options, rates, terms, and related details.
• Guide customers through online platforms, including account setup, payments, and document submission.
• Collaborate with loan officers, underwriters, and account managers to resolve issues, escalating when needed.
• Maintain professionalism and compliance with company policies and industry regulations.
• Record interactions and transactions accurately in the CRM system.
• Identify upselling/cross-selling opportunities based on customer needs.
• Stay updated on industry trends and product updates; participate in training.
• Share insights with the team to enhance customer satisfaction.

Skills

Communication skills

Problem solving

Attention to detail

Multitasking & time management

Typing speed 30-40 wpm

Shift flexibility

Experience: 0-2 yrs

Customer service exp (chat)

Mortgage products knowledge

CRM & chat platforms

Education

Bachelor’s degree in any field

Tools

CRM software

Chat platforms

Job description

At Rocket India, we believe that every conversation is an opportunity to make someone’s journey home a little easier. We’re not just in the mortgage business — we’re in the people business. Our mission to “Help Everyone Home” starts with real, meaningful connections, and as a Customer Service Associate on our Chat Support team, you’ll be right at the heart of it. If you thrive on solving problems, love delivering standout experiences, and want to be part of a team that’s redefining what customer service looks like in the fintech space, this is where you belong.

About the Role

• Engage with customers through chat channels to address inquiries, concerns, and requests related to mortgage products, services, and account information — making every interaction count
• Provide accurate and comprehensive information about mortgage options, interest rates, loan terms, and other relevant details to empower customers in making informed decisions
• Guide customers through online platforms and self-service tools, including account setup, payments, document submission, and other key activities
• Collaborate with internal teams — loan officers, underwriters, and account managers — to resolve complex customer issues, escalating cases when necessary to ensure swift resolution
• Handle every interaction with professionalism, efficiency, and full compliance with company policies and industry regulations
• Maintain detailed and accurate records of customer interactions, transactions, and inquiries using the company’s CRM system
• Identify opportunities for upselling or cross-selling additional mortgage products and services based on individual customer needs
• Stay current on industry trends, product updates, and company policies to consistently deliver accurate and up-to-date information
• Participate in ongoing training programs to sharpen product knowledge, communication skills, and customer service techniques
• Contribute to a positive, collaborative team environment by sharing insights and best practices that elevate overall customer satisfaction

About You

Minimum Qualifications

• Bachelor’s degree in any field
• Strong verbal and written communication skills with the ability to understand and respond appropriately to complex situations
• Excellent problem-solving skills with the ability to handle challenging customer interactions with empathy and composure
• Detail-oriented with high accuracy in data entry and documentation
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Minimum typing speed of 30–40 words per minute
• Flexibility to work various shifts, including evenings, weekends, and holidays as needed

Preferred Qualifications

• 0-2 years of experience
• Prior customer service experience, preferably in chat support
• Familiarity with mortgage products, loan terminology, and the home buying process
• Proficiency in using CRM software and chat platforms

What You Will Get

At Rocket India, you’re not just taking a job — you’re building a career in a high-energy, innovation-driven environment that genuinely invests in your growth. You’ll gain access to comprehensive training programs, continuous learning opportunities, and a supportive team culture that celebrates your wins. We offer competitive compensation, robust benefits, and the chance to work with cutting-edge technology that powers one of the most recognized brands in fintech. Here, your voice matters, your ideas are valued, and your impact is felt every single day. If you’re ready to grow fast and make a difference, Rocket India is the launchpad.

About Us

Rocket India, registered as NSM Services Private Limited and formerly Mr. Cooper, is a wholly owned subsidiary of Rocket Mortgage, LLC, headquartered in Detroit, Michigan. As a core part of Rocket’s global ecosystem, Rocket India helps shape the future of home financing through technology, innovation, operations, product, and customer-focused solutions. Our teams build scalable platforms and digital experiences that simplify mortgage origination and servicing while supporting Rocket’s mission to “Help Everyone Home.”

“We are committed to providing a fair and inclusive workplace for all team members and applicants. All qualified applicants will receive consideration for employment without regard to sex, religion, caste, disability, or gender identity, consistent with applicable Indian law, including the Constitution of India, the Code on Wages, 2019, the Rights of Persons with Disabilities Act, 2016, and the Transgender Persons (Protection of Rights) Act, 2019. We welcome applications from persons with disabilities and from all sections of society”.