Process Associate Customer Care US Mortgage

BSI Financial Services; Gurugram District; On-site; INR 400,000 - 520,000; Full time

Job summary

BSI Financial Services is seeking a Customer Service Associate for US Mortgage (Email & Chat Support) to join our back-office team in India. You will handle borrower inquiries via email and chat, ensuring accuracy and compliance with RESPA, TILA, and CFPB, while maintaining SLA targets and data integrity in servicing systems.

The ideal candidate has 2–3 years of mortgage servicing back-office or email/chat support experience, strong written communication, and proficiency with mortgage systems

Qualifications

• 2–3 years of experience in mortgage servicing back-office operations.
• Strong written communication with attention to detail.
• Proficiency in mortgage servicing systems and MS Office.
• Ability to work US time zone shifts.

Responsibilities

• Respond to borrower inquiries via email and chat promptly.
• Process loan payments, escrow, payoff, and statements.
• Research and resolve borrower concerns with internal teams.
• Ensure compliance with RESPA, TILA, and CFPB guidelines.
• Document interactions in servicing systems and maintain SLA.

Skills

Written communication

Attention to detail

Analytical skills

Time management

Tools

Black Knight

FiServ

TEMPO

JIRA

Job description

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

• 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.