Walk-in | Customer Relations Call Center Agent

Consolidated Analytics; Pune District; On-site; INR 250,000 - 350,000; Full time

Job summary

Consolidated Analytics is seeking an English-speaking Customer Relations Call Center Agent in Pune to handle incoming and outbound calls related to loan servicing. You will respond to voicemails and electronic communications, research and answer customer inquiries, and assist with payments and loan options.

You will also support delinquency and loss mitigation discussions, perform data entry and documentation, and strive for first-call resolution while upholding privacy and regulatory

Responsibilities

• Answer 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 elevate 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.

Job description

Customer Relations Call Center Agent

Essential Duties and Responsibilities

• Answer 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 elevate 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.