Email/ Chat Support

2 months ago


Hyderabad, India 2coms Full time
Job Description
Job Title:SPE/SME for webchat 
Reporting to:Team Leader 
 
Objectives 
Email Management team is part of customer service function of Mortgage servicing. 
Associates in this team, respond to customer inquiries received through emails or via fax 
inboxes. Borrowers inquire about a variety of scenarios related to the mortgage loan 
servicing and account maintenance. Email Management team must ensure prompt, 
courteous, assertive & empathetic responses to customer queries by providing accurate 
answers, additional information, suggesting products, or escalating/engaging others in the 
organization to provide a solution according to defined procedures. 
 
Key   Result   Areas   (KRAs) 
Productivity:    
Process associate is expected to meet or exceed the set / agreed target in a given 
timeframe, both during the training period and in the period following training.   
The productivity targets will be revised based on the tenure and any such changes 
will be made known to the associate. 
 
Quality:   
Process associate is expected to meet and exceed the minimum quality benchmark 
according to the guidelines specified.   
The quality targets will be revised based on the tenure and any such changes will 
be made known to the associate. 
 
Feedback:    
Process associate is expected to be open and receptive to feedback and should 
view the feedback mechanism as a tool for constant self-improvement and process 
development. 
 
Qualification:    
Graduate/Diploma (3 year) in any discipline. Bachelor’s degree in accounting or finance 
or related field would be preferable 
 
Skill Sets 
12 months - 60 months experience being part of  below functions: 
Experience of working in customer service/Email Support/webchat in BFSI particularly 
in mortgage domain is desirable.
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