US Mortgage - Customer support | Service delivery manager

Zoho; Hyderabad; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Zoho is seeking a US Mortgage Customer Support Manager to supervise customer service for mortgage inquiries. The role involves overseeing customer interactions across channels and addressing complaints with professionalism.

Key duties include supporting mortgage applications, loan status reviews, payment options, and escrow matters while ensuring regulatory compliance and accurate documentation in the CRM system.

Qualifications

• Minimum of 1 year of experience in US mortgage.
• Experience handling mortgage inquiries and loan status topics preferred.

Responsibilities

• Handle mortgage-related inquiries via phone, email, or chat with professional service.
• Guide customers through mortgage applications, refinances, and required documents.
• Explain mortgage terms, products, payment schedules, and options clearly.
• Assist with payments, payment processing, and escrow-related inquiries.
• Resolve customer issues by coordinating with loan servicing, underwriting, or collections.

Skills

Customer service

Mortgage knowledge

CRM software

Tools

CRM software

Job description

Job Description

US Mortgage Customer Support Manager

Experience: Minimum of 1 year of relevant experience required

We are in search of a US Mortgage Customer Support Manager to supervise and ensure exceptional customer service for mortgage-related inquiries. The ideal candidate will be accountable for overseeing customer interactions through various communication channels and managing customer concerns or complaints with professionalism and efficiency.

Key Responsibilities:

Customer Inquiry Support:

• Handling mortgage-related inquiries via phone, email, or chat and delivering exceptional service to customers.
  
• Assisting customers with queries about mortgage applications, loan status, payment options, interest rates, and terms.
  
• Clearly articulating mortgage terms and conditions, loan products, and payment schedules to customers.
  
• Guiding customers through the mortgage application or refinancing process and aiding in understanding required documentation.
  

Loan Servicing and Payment Assistance:

• Assisting customers with mortgage payments, payment processing, and payment account information.
  
• Explaining payment options, due dates, and providing support for setting up automatic or one-time payments.
  
• Assisting customers with late payment inquiries, payment adjustments, and payment history reviews.
  
• Providing solutions for managing escrow accounts and addressing related issues.
  

Problem Resolution:

• Addressing customer complaints or issues, such as billing errors, payment discrepancies, and processing delays while ensuring high customer satisfaction.
  
• Investigating and resolving customer concerns by coordinating with relevant internal departments (e.g., loan servicing, underwriting, collections).
  
• Escalating unresolved issues to senior staff or management when necessary.
  

Application and Documentation Support:

• Assisting customers with completing mortgage applications, submitting required documents, and tracking the status of their loan applications.
  
• Ensuring customers are informed of necessary documents and deadlines during the application and approval process.
  
• Maintaining accurate records of customer interactions and documenting inquiries, issues, and resolutions in CRM or support systems.
  

Compliance and Regulatory Support:

• Ensuring all customer interactions adhere to federal, state, and company-specific regulations, including TILA, RESPA, and HMDA.
  
• Providing clear and accurate disclosures to customers in line with regulatory guidelines.
  
• Maintaining confidentiality of customer information and adhering to privacy policies.
  

General Administrative Support:

• Assisting with processing routine mortgage-related requests, such as loan modifications or refinances.
  
• Providing customers with documentation such as payoff statements, balance inquiries, and loan status updates.
  

Requirements

Requirements:

• Minimum of 1 year of experience in US mortgage