Hiring For Email support - Mortgage Support

Job Description

Job Description of SPE/SME for Webchat

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. Bachelors 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.

Strong oral and written communication skill with mortgage domain experience

Good analytical and reasoning skills - Ability to understand complex situations & multiple questions in a single email, to determine the exact process steps required to respond and provide resolution to all customer queries, to synthesize the available information in the right context to arrive at the accurate and complete resolution

Good keyboard skills Formal Training in Typing would be an added advantage. Typing speed of 30 wpm.

Good customer service attitude.

Stress tolerance - Ability to work accurately under pressure.

Good Team Player

Willingness to work in night shifts(8.30 pm IST to 6:30 am IST)

Immediate joiners preferred

Please share your resume to [email protected]

Job Classification

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