Customer service associate -I Chat

Rocket Homes Real Estate LLC; Chennai District; On-site; INR 320,000 - 520,000; Full time

Job summary

Rocket India is seeking a Customer Service Associate for its chat support team to help customers with mortgage products and accounts. You will provide clear information on options, rates, and terms, and guide users through online platforms and self-service tools.

Collaborate with internal teams to resolve issues, maintain detailed records in the CRM, and identify upsell opportunities while staying compliant with policies.

Qualifications

• Bachelor's degree in any field.
• Strong verbal and written communication to handle complex situations.
• Empathy and composure in challenging interactions.
• Detail-oriented with high accuracy in data entry and documentation.

Responsibilities

• Engage with customers through chat to address inquiries and requests about mortgage products and account information.
• Provide accurate information on mortgage options, rates, terms, and related details.
• Guide customers through online platforms, accounts setup, payments, and document submission.
• Collaborate with loan officers, underwriters, and managers to resolve issues and escalate when needed.
• Maintain records of interactions in the CRM system.

Skills

Chat support

Customer service

Problem solving

Multitasking

Communication

Education

Bachelor's degree

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

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”.

As part of the ecosystem of Rocket we transform talented candidates into passionate team members who thrive in our world of opportunities. Join us in our mission to shape the future of our industries and make a lasting impact in our communities and beyond.