Underwriting Telephony Support Officer IND

OSB India; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

OSB India in Bengaluru seeks a Customer Support executive to handle incoming and outgoing calls from customers, resolving queries and demonstrating knowledge of mortgage products.

The role requires 12 months of mortgage voice process experience, familiarity with financial services, strong MS Word and Excel skills, and keen attention to detail with the ability to learn quickly while maintaining compliance.

Qualifications

• 12 months of mortgage voice process experience.
• Experience in financial services is desirable.
• Strong MS Word and MS Excel skills.
• Attention to detail and ability to learn quickly.

Responsibilities

• Handle incoming and outgoing calls from customers and resolve queries professionally.
• Demonstrate knowledge of the company’s mortgage products.
• Follow up to ensure actions are taken on customer requests.
• Refer unresolved grievances to designated departments for investigation.
• Communicate information timely to colleagues and line management.
• Maintain compliance standards and complete required training.
• Respond to enquiries by phone, email, or in person professionally and within timescales.
• Share knowledge with immediate colleagues.
• Escalate problems to line management when needed.
• Proactively select training to develop knowledge and experience.

Skills

MS Word

MS Excel

Verbal & Written Communication

Attention to detail

Self-management

Education

Any graduate

Job description

Core Responsibilities

• Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
• To demonstrate an all-round knowledge of the company’s products
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contributes to team effort by accomplishing related results as needed.
• To ensure the timely communication of information to colleagues and line management
• Maintain the company’s compliance standards and own compliance training
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..
• To ensure the timely communication of information to colleagues and line management
• Proactively select the training course to help further develop knowledge and experience

Experience Requirements

• 12m previous experience working in mortgage, undertaking a voice process is essential
• 12m previous experience working within the financial services industry is desirable

Knowledge and Skills

• Intermediate level skills in Microsoft Word and Excel are essential

Required Qualifications/Certifications

• Any graduate

Skill and Competency Requirements

• Attention to detail and ability to learn and adapt quickly is essential.
• Intermediate level skills in respect of verbal & written communication are essential.
• Intermediate level skills in respect of the ability to self-manage are essential.