Customer Service Associate-(Chat & Voice Support)

We are hiring Customer Service Associate I for a Chat + Voice blended process supporting US mortgage customers. The role includes handling servicing questions, payment issues, post-forbearance options, and general account-related queries.

This is a Night Shift role supporting US business hours.

Key Responsibilities

Chat Support

• Handle inbound chats related to mortgage servicing and account inquiries
• Provide accurate information on loan terms, escrow, payments, and digital selfservice tools
• Assist with online account setup, payments, login support, and document uploads
• Manage multiple chat conversations simultaneously while maintaining quality

Voice Support

• Answer inbound calls and resolve servicing-related questions
• Communicate clearly, professionally, and empathetically
• Assist customers facing payment challenges or postforbearance scenarios
• Verify customer identity and follow compliance protocols

Blended Responsibilities

• Maintain detailed and accurate interaction records in CRM
• Meet quality, productivity, response time, and customer satisfaction targets
• Ensure every interaction aligns with company guidelines and regulatory standards
• 
  Participate in ongoing training to strengthen process and product knowledge

Required Skills

For Freshers (0 to 1 Year)

• Excellent written and verbal English communication
• Typing speed: 35+ WPM with high accuracy
• Strong customer focus, patience, and problem-solving ability
• Basic understanding of digital platforms and ability to multitask
• Willingness to work full Night Shifts

For Experienced (1 to 5 Years)

• Experience in Chat Support / Voice Support / Customer Service / International BPO
• Mortgage or Banking process experience is a strong advantage
• Strong documentation & CRM usage skills
• Ability to handle blended chat + voice queues efficiently
• Track record of achieving quality and CSAT targets

Eligibility

• Education: Any graduate (Commerce/Finance preferred)
• Experience:

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  Freshers + experienced candidates (up to 5 years)
• Shift: Must be willing to work US Night Shift only
• Work Location: Bangalore (onsite/hybrid as per company policy)

Preferred Skills

• Understanding of mortgage servicing concepts (escrow, forbearance, loan terms, payments)
• Experience with customer handling, de-escalation, and problem resolution
• Familiarity with chat platforms, telephony tools, and CRM systems

Performance Metrics

• Chat/Call Quality
• CSAT
• Productivity & AHT
• Accuracy & Compliance
• First Contact Resolution (FCR)

Benefits

• Attractive night shift allowance
• Cab facility (homeofficehome)
• Medical insurance
• Strong learning & career development opportunities
• Opportunity to work with a global leader in mortgage servicing