Associate / Analyst - Customer Care Center - Voice Process (Mumbai)

- The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment. JOB FUNCTION AND RESPONSIBILITIES: - Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines. - Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance. - Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure. - Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards. - Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations. - Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions. - Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks. - Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving. - Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency. - Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment. - Perform miscellaneous job-related duties aligned with role responsibilities as required by the department. QUALIFICATION: - Demonstrated customer service skills with the ability to manage customer interactions effectively. - Fluent in English (verbal and written). - Knowledge or experience in mortgage loan servicing preferred. - Graduate degree preferred; undergraduate candidates must have at least 1 year of call center experience. - Ability to utilize training, domain knowledge, and skilled judgment to perform responsibilities independently and ensure high-quality outcomes. - Strong communication, problem-solving, and interpersonal skills. WORK SCHEDULE OR TRAVEL REQUIREMENTS: - Scheduled shift changes because of business needs (associate must be flexible) .