US Mortgage - Customer support

Saaki Argus And Averil Consulting; Pune District; Sur place; INR 600 000 - 1 000 000; Plein temps

Résumé du poste

Evergreen Home Loans seeks a Customer Relations Call Center Agent to support U.S. mortgage servicing inquiries from Pune. You will handle inbound/outbound calls, process payments, and provide accurate loan information with emphasis on privacy and security.

The role requires strong English communication, 12+ years in customer service, and the ability to navigate multiple systems while delivering first-call resolutions during night shifts.

Qualifications

• Minimum 12 years of customer service or call center experience.
• Experience supporting U.S. customers by telephone preferred.
• Strong spoken and written English communication skills.
• Ability to clearly explain account and financial information to customers.
• Ability to follow established procedures and escalate when needed.
• Ability to maintain confidentiality and handle customer information.

Responsabilités

• Answer incoming calls and place approved outbound calls; respond to voicemails and electronic communications.
• Research and respond to customer inquiries using loan servicing systems and approved resources.
• Receive and process payments; provide information on loan balances, escrow, and servicing activity.
• Assist customers with delinquency, mortgage assistance, and loss mitigation information.
• Perform data entry, documentation, and account maintenance; ensure first-call resolution when possible.
• Escalate matters requiring additional authority or licensing; adhere to privacy and security requirements.
• Meet productivity, service level, attendance, and quality targets.

Connaissances

Customer service

English communication

Attention to detail

Research skills

Problem solving

Confidentiality

Call center experience

Multi-system navigation

Description du poste

Customer Relations Call Center AgentDepartment: Loan Servicing CenterFunctionThe Customer Relations Call Center Agent supports Evergreen Home Loans customers by providing accurate, friendly, and efficient mortgage servicing assistance through inbound and outbound telephone calls and electronic communications.Using loan servicing systems, account notes, established procedures, and approved resources, the agent researches and responds to customer inquiries, receives and processes payments, provides information regarding loan and account activity, and assists customers with servicing matters including payments, escrow, delinquency, mortgage assistance, loss mitigation, and other servicing requests.The position operates within established procedures and authority and does not independently make credit, underwriting, loss mitigation eligibility, legal, or other decisions requiring specialized authorization or licensing.Essential Duties and ResponsibilitiesAnswer incoming calls, place approved outbound calls, respond to voicemails, and assist with customer electronic communications.Research and respond to customer inquiries using loan servicing systems, account notes, procedures, and approved resources.Receive and process payments and provide accurate information regarding loan balances, payment activity, escrow, account status, servicing activity, and available servicing options.Assist customers regarding delinquency, mortgage assistance, and loss mitigation, including providing information regarding available programs, application requirements, current status, and next steps in accordance with established procedures.Perform approved loan system data entry, documentation, account maintenance, and task management activities.Provide first-call resolution whenever possible and escalate matters requiring additional authority, specialized review, or licensing.Adhere to customer identification, privacy, information security, regulatory, quality, and customer service requirements.Meet established productivity, service level, attendance, and quality expectations.Qualifications.Minimum 12 years of customer service or call center experience.U.S. mortgage servicing, mortgage banking, or financial-services call center experience strongly preferred.Experience supporting U.S. customers by telephone preferred.Strong spoken and written English communication skills.Ability to clearly explain account and financial information to customers.Strong computer skills with the ability to navigate multiple systems while assisting customers.Detail oriented with strong research, documentation, organization, and problem-solving skills.Ability to follow established procedures and recognize when escalation or additional authority is required.Ability to maintain confidentiality and appropriately handle customer information.Ability to work effectively in a fast-paced, high-volume call center environment.Ability to successfully complete Evergreen-provided mortgage servicing, systems, compliance, and customer service training.Ability to work scheduled hours supporting Evergreen's U.S. servicing operations.Location: PuneNight shiftWFO