Walk In Drive - US Mortgage - Customer support

Consolidated Analytics; Pune District; On-site; INR 650,000 - 850,000; Full time

Job summary

Evergreen Home Loans is seeking a Customer Relations Call Center Agent in our offshore servicing operation in Pune. The role handles inbound/outbound calls and electronic communications to assist with mortgage servicing inquiries and payments.

You'll work with loan servicing systems, review notes, and follow established procedures to resolve customer questions, explain balances, escrow, and servicing options, and support delinquency or loss mitigation processes.

Qualifications

• Minimum 1–2 years of customer service or call center experience.
• U.S. mortgage servicing, mortgage banking, or financial-services call center experience strongly preferred.
• Strong spoken and written English communication skills.
• Ability to clearly explain account and financial information to customers.

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 escape 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.

Skills

Customer service

English communication

Call center experience

Multitasking

Tools

Loan servicing systems

Job description

The 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 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 escape 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 1–2 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.

Date: Saturday, 26th September 2026

Time: 11:00 AM – 3:00 PM

Location: RED BRICK, 5th Office Floor, Sky One Corporate Park,

Sunset Blvd, Survey Number 235, Mhada Colony,