Job Description :

We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Voice Support . 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, a keen attention to detail, and a commitment to delivering an exemplary and efficient service. To carry out process transactions (data) based on client guidelines, to help achieve in part or whole resolution as required by the end customer within SLAs specified by the organization. Job could involve delivering tasks either through voice or non-voice medium. Key competencies required would be Business acumen, Customer First, Time management, Prioritization skills and some amount of decision making, specific to the process or transaction.

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 our online platforms and self-service tools, guiding them through account setup, payments, document submission, and other online activities.

- Collaborate with internal teams, such as loan officers, underwriters, and account managers, to resolve complex customer issues and escalate cases as necessary.

- Ensure all interactions are handled professionally, efficiently, and in compliance with company policies and industry regulations.

- Maintain detailed and accurate records of customer interactions, transactions, and inquiries using the company's CRM system.

- Identify opportunities to upsell or cross-sell additional mortgage products and services based on customer needs and preferences.

- Stay up to date with industry trends, product updates, and company policies to provide accurate and current information to customers.

- Participate in ongoing training sessions to enhance product knowledge, communication skills, and customer service techniques.

- Contribute to a positive team environment, sharing insights and best practices with fellow team members to improve overall customer satisfaction.

Qualifications:

1. Bachelor's degree in any stream( Only Graduates no under grads or no back log candidates )

2. Prior customer service experience, preferably in a chat would be great but not a prerequisite

3. Strong verbal and written communication skills with the ability to comprehend complex situations and respond accordingly

4. Familiarity with mortgage products, loan terminology, and the home buying process is a plus.

5. Proficiency in using customer relationship management (CRM) software and chat platforms.

6. Excellent problem-solving skills and the ability to handle challenging customer situations with patience and empathy.

7. Detail-oriented with a high degree of accuracy in data entry and documentation.

8. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

9. Flexibility to work various shifts, including evenings, weekends, and holidays as needed.

10. Good Keyboard Typing skills min 30-40 WPM

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