Customer Care Associate
1 week ago
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
The primary responsibilities of a Mortgage Servicing Customer Service Associate include:
Customer Assistance: Provide exceptional customer service by answering incoming calls from mortgage customers, addressing their inquiries, and resolving any issues they may have. This could include questions about payments, loan terms, interest rates, escrow accounts, and other aspects of their mortgage.
Payment Processing: Assist customers with processing mortgage payments, explaining payment options, and addressing any concerns related to billing or payment discrepancies.
Loan Information: Provide accurate information about loan accounts, including current balances, interest rates, and upcoming payments. Clarify details about loan terms, conditions, and any changes to the mortgage agreement.
Escalation Handling: Address and resolve customer complaints and concerns promptly. Escalate complex issues to the appropriate department or supervisor as needed.
Documentation and Record Keeping: Maintain accurate records of customer interactions, transactions, and issue resolutions. Ensure that customer information is up-to-date and comply with data protection and privacy regulations.
Compliance: Adhere to industry regulations and company policies to ensure compliance with mortgage servicing standards. Keep abreast of changes in regulations that may affect mortgage servicing practices.
Educational Support: Provide information to customers about various mortgage-related topics, such as refinancing options, loan modification programs, and foreclosure prevention.
Cross-selling and Upselling: Identify opportunities to promote additional services or products offered by the mortgage servicing company, such as insurance products or other financial services.
Communication Skills: Demonstrate strong communication skills to explain complex mortgage terms and processes clearly and understandably. Communicate effectively with customers from diverse backgrounds.
Team Collaboration: Collaborate with other departments within the organization, such as loan processing, underwriting, and collections, to ensure a seamless customer experience and problem resolution.
Continuous Learning: Stay informed about changes in mortgage industry regulations, loan products, and company policies. Attend training sessions to enhance knowledge and skills.
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:
021713
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):
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