Customer Service Associate

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible

Job Title: Customer Service Associate-II Voice

Company: Mr. Cooper

Position Overview:
We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Voice Support agent at Mr. Cooper. As a Voice Support agent, you will be the first point of contact for our customers, providing exceptional customer service and assisting with inquiries related to mortgage products, services, and account management. This role requires strong communication skills, attention to detail, and a commitment to delivering exemplary service.

Key Responsibilities:
Engage with customers through chat or voice channels to address inquiries, concerns, and requests related to mortgage products, services, and account information.
Provide accurate and comprehensive information about mortgage options, interest rates, loan terms, and other relevant details to assist customers in making informed decisions.
Assist customers in navigating online platforms and self-service tools, guiding them through account setup, payments, document submission, and other activities.
Collaborate with internal teams (loan officers, underwriters, account managers) to resolve complex customer issues; escalate cases as necessary.
Handle all interactions professionally, efficiently, and in compliance with company policies and industry regulations.
Maintain detailed records of customer interactions, transactions, and inquiries using the company's CRM system.
Identify opportunities for upselling or cross-selling additional mortgage products and services based on customer needs.
Stay updated on industry trends, product updates, and company policies to provide accurate information to customers.
Participate in ongoing training to enhance product knowledge, communication skills, and customer service techniques.
Contribute to a positive team environment by sharing insights and best practices to improve overall customer satisfaction.
Qualifications:
Bachelor's degree in any field.
Prior customer service experience, preferably in chat support, is beneficial.
Strong verbal and written communication skills; ability to understand and respond appropriately to complex situations.
Familiarity with mortgage products, loan terminology, and the home buying process is advantageous.
Proficiency in using CRM software and chat platforms.
Excellent problem-solving skills with the ability to handle challenging customer situations with empathy.
Detail-oriented with high accuracy in data entry and documentation.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Flexibility to work various shifts, including evenings, weekends, and holidays as needed.
Minimum typing speed of 30-40 words per minute.
Note: This description outlines the responsibilities and qualifications required for the Customer Service Associate-Voice position, emphasizing communication skills, mortgage product knowledge, and customer service excellence.
- Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID:
022623

Job Category:
India Business Operations

Primary Location City:
Bengaluru

Primary Location Region:
Karnataka

Primary Location Postal Code:
560064

Primary Location Country:
India

Additional Posting Location(s):