Process Associate Customer Care (US Mortgage)

BSI Financial Services; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

BSI Financial Services is seeking a Back Office Customer Service Associate to manage borrower inquiries via email and chat for our US mortgage servicing processes. The role requires strong written communication skills, attention to detail, and knowledge of mortgage servicing regulations.

You will handle loan payments, escrow, payoff and account servicing while ensuring compliance with RESPA, TILA and CFPB guidelines.

Qualifications

• 2–3 years of experience in mortgage servicing back-office operations or email/chat customer support.
• Proficiency with mortgage servicing systems (Black Knight, FiServ, TEMPO or similar).
• Strong written communication skills and attention to detail.

Responsibilities

• Respond to borrower queries through email and chat in a timely and professional manner.
• Handle inquiries related to loan payments, escrow analysis, taxes, insurance, payoff quotes, and statements.
• Research and resolve borrower concerns by coordinating with internal teams and updating systems.

Skills

Written communication

Analytical thinking

Attention to detail

Multitasking

Tools

Black Knight

FiServ

TEMPO

Microsoft Office

CRM/Jira

Job description

Brief Description

Job Title: Customer Service Associate – US Mortgage (Email & Chat Support)

Job Summary

We are seeking a Back Office Customer Service Associate who will manage borrower inquiries via email and chat for our U.S. mortgage servicing processes. The role requires strong written communication skills, attention to detail, and a solid understanding of mortgage servicing regulations. The associate will handle queries related to loan payments, escrow, payoff, and general account servicing while ensuring compliance with RESPA, TILA, and CFPB guidelines.

Key Responsibilities

• Respond to borrower queries through email and chat in a timely and professional manner.
• Handle inquiries related to loan payments, escrow analysis, property taxes, insurance, payoff quotes, and statements.
• Research and resolve borrower concerns by collaborating with internal teams and updating systems.
• Provide accurate and compliant information in line with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA).
• Document all borrower interactions in servicing systems (e.g., Black Knight, FiServ, TEMPO or similar).
• Maintain compliance with US mortgage regulations, data security policies, and company SOPs.
• Meet service level agreements (SLA) for response time and accuracy.

Technical Skills

Required Skills & Qualifications:

• Proficiency with mortgage servicing systems (Black Knight, FiServ, TEMPO or similar).
• Strong knowledge of Microsoft Office (Word, Excel, Outlook).
• Familiarity with CRM/ticketing tools (JIRA preferred).

Mortgage Knowledge

• Clear understanding of the loan life cycle: Origination, Servicing, Escrow, Payoff, Default.
• Knowledge of RESPA, TILA, TRID, and CFPB regulations.
• Experience handling escrow analysis, payoff quotes, and loan payment processing.

Core Skills

• Excellent written communication skills with a professional tone.
• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Ability to handle multiple cases and prioritize tasks under deadlines.

Behavioral Skills

• Customer-focused approach with empathy and patience.
• Ability to adapt to US time zone shifts and dynamic work environments.
• Team player with strong interpersonal skills.

Experience

• 2–3 years of experience in mortgage servicing back-office operations or email/chat customer support.