Us Mortgage Process Associate

Expert Staffing Solutions New Delhi; Dadri; On-site; INR 350,000 - 520,000; Full time

Job summary

Expert Staffing Solutions New Delhi is seeking a US Mortgage voice process professional to handle borrower and stakeholder calls, verify documentation, and ensure accurate loan information. The role involves coordinating with various internal teams and meeting TAT and quality targets.

Ideal candidates have 18+ months in US Mortgage/International Voice, excellent English, and the ability to work in rotational US shifts from Noida Sector 144 or nearby locations.

Qualifications

• 18+ months of experience in US Mortgage / International Voice / Mortgage BPO.
• Strong spoken English with clear neutral accent.
• Ability to handle US customers and stakeholders over voice.
• Familiarity with US mortgage lifecycle and terminology.
• Good documentation and follow-up skills.
• Ability to work in US night and rotational shifts.

Responsibilities

• Handle inbound and outbound calls with US borrowers, employers, lenders, loan officers, processors, and other stakeholders.
• Provide accurate responses related to mortgage/loan documentation and processes.
• Follow up for pending documents, information, verifications, and clarifications.
• Review and validate information/documents as per guidelines.
• Coordinate with Loan Officers, Processors, Underwriters, Closing teams, and Quality teams to move files forward.
• Identify discrepancies and initiate follow-up.

Tools

CRM/LOS

MS Office

Job description

Role & responsibilities

• Handle inbound and outbound calls with US borrowers, employers, lenders, loan officers, processors, and other stakeholders.
• Provide accurate and professional responses to queries related to mortgage/loan documentation and processes.
• Follow up with borrowers and relevant third parties for pending documents, information, verifications, and clarifications.
• Review and validate information/documents received from borrowers or other stakeholders as per process guidelines.
• Coordinate with internal teams such as Loan Officers, Processors, Underwriters, Closing teams, and Quality teams to resolve queries and move loan files forward.
• Identify discrepancies, missing information, or documentation issues and initiate appropriate follow-up.
• Accurately update customer/loan information in the relevant CRM, LOS, or process management system.
• Maintain process-specific TAT, productivity, quality, compliance, and customer-service metrics.
• Handle escalations professionally and ensure timely resolution.
• Maintain accurate call records, case notes, and documentation.
• Follow US mortgage process guidelines, client SOPs, compliance requirements, and data-security standards.
• Meet individual and team targets while maintaining a high level of accuracy and customer experience.
• Participate in process training, calibration sessions, quality feedback, and continuous improvement initiatives.

Preferred candidate profile

• Have 18+ months of relevant experience in a US Mortgage or International Voice BPO process.
• Have strong experience handling US customers/stakeholders over voice.
• Possess excellent verbal communication with good grammar, pronunciation, fluency, and confidence.
• Can independently handle customer conversations and accurately understand the requirement.
• Have prior experience in a US Mortgage voice process rather than only generic international customer support.
• Understand basic US mortgage terminology and the overall loan process.
• Are comfortable making outbound calls and following up with borrowers/employers/third parties.
• Demonstrate strong ownership, accountability, and problem-solving ability.
• Can work effectively in a target-driven environment with strict quality and TAT requirements.Are flexible to work in rotational US shifts and rotational weekly offs.
• Are willing to work from the Noida Sector 144 location.
• Are comfortable using CRM/LOS/workflow applications and maintaining accurate records.

KEY SKILLS

• Minimum 18 months of experience in US Mortgage / International Voice / Mortgage BPO
• Excellent spoken English and international communication skills
• Strong neutral accent and good voice clarity
• Strong listening and comprehension skills
• Ability to communicate confidently with US customers and business stakeholders
• Good understanding of the US mortgage/lending lifecycle
• Ability to understand and explain mortgage-related terminology
• Strong customer-handling and objection-handling skills
• Good documentation and follow-up skills
• Strong attention to detail and accuracy
• Ability to work under pressure and meet TAT/SLA requirements
• Good working knowledge of MS Office and computer applications
• Comfortable working in US/night and rotational shifts