Customer Care Associate

2 weeks ago

Mumbai Metropolitan Region, India Umanist NA Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Functions And Responsibilities,354

  • Handle loan-related customer inquiries over the loan servicing toll-free number for pre-foreclosure to delinquent accounts.
  • Follow up with customers when payment commitments are not met.
  • Log all borrower contacts into the loan servicing system.
  • Offer long-term resolutions to customers to resolve delinquency issues.
  • Efficiently use an autodialing system to maximize productivity and increase contact ratios.
  • Achieve the prescribed number of customer contacts during each workday.
  • Understand customer relations functions and available services.
  • Perform other duties as assigned by the department manager.

Education / Experience

  • Strong customer service skills are essential.
  • Fluency in English is required.
  • Knowledge or experience in mortgage loan servicing is desirable but not mandatory.
  • Graduate degree preferred; undergraduates must have at least 6 months of call center (voice support) experience.

Work Schedule / Requirements

  • Must be willing to work in US shifts.
  • Shift timings: 5:30 PM / 6:30 PM / 7:30 PM / 8:30 PM IST (may change twice a month).
  • Call center hours: Monday – Friday, 8:00 AM – 9:00 PM EST; Saturday, 8:00 AM – 5:00 PM EST.
  • Must have a stable internet connection (minimum 50 Mbps) for remote work.
  • Candidates must reside in Mumbai (base location) while working from home.
  • Currently following a hybrid model — employees will be scheduled to work both from office and home.
  • Mandatory work from office during training and initial production phase (minimum 6 months) until performance standards are consistently met.
  • Flexibility required for potential role transitions between Customer Service and Customer Resolutions as per business needs.
  • Transportation provided for late shifts.

Must-Haves

  • Excellent communication skills.
  • Minimum 1 year of call center experience (voice support).
  • Willingness to work in rotational shifts.
  • Flexibility to adapt to business and schedule changes.

Interview Process

  • Screening Call
  • Two Virtual Rounds (Technical / Process-related)

Skills: communication,loan,customer service,customer,loan servicing

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