Customer Support International Outbound Voice Executive

JOB OPENING: CUSTOMER SERVICING EXECUTIVE (LOAN SERVICING)

Role Overview: The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures the delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment.

📌 JOB DETAILS

• Role: Customer Servicing Executive – Loan Servicing

• Job Location: Malad (West), Mumbai

• Shift Timings: 06:30 PM to 03:30 AM (US Shift)

• Transport: 2-Way Cab Facility provided (No salary deductions)

• Work Schedule: Scheduled shift changes based on business needs (associate must be flexible)

🛠️ KEY RESPONSIBILITIES

• Inquiry Management: Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.

• Data Accuracy & System Updates: Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.

• Complaint Resolution: Assess, track, and resolve borrower complaints, applying sound judgment to determine appropriate resolution or escalation while ensuring effective closure.

• Outreach Execution: Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.

• Target Achievement: Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.

• Product & Domain Knowledge: Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.

• Ownership & Accountability: Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.

• Process Improvement: Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost-effectiveness through proactive problem-solving and process optimization.

• Governance & Professionalism: Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.

• General Operations: Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.

🎯 QUALIFICATIONS & REQUIREMENTS

• Communication: Excellent verbal and written communication skills in English.

• Education & Experience:

  • Graduate degree preferred.

  • Undergraduate candidates accepted with a minimum of 1 year of call center experience.

• Domain Knowledge: Knowledge or experience in mortgage loan servicing is highly preferred.

• Skills: Strong communication, problem-solving, and interpersonal skills.

• Independent Execution: Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.