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Company Name : Share:
Location : Bengaluru, Karnataka
Position : Coordinator, Customer Resolutions
Job Description : Job Description
To provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner. Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies. Manage customer contact through inbound call queues and outbound dialer campaigns. Adhere to investor servicing guidelines and internal policies and procedures.
Job Functions and Responsibilities:
Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)Effectively provide prompt, accurate and professional responses to customer inquiriesSuccessfully resolve routine inquiries regarding payments, escrow, loan terms etc.Display active listening skillsDocument loan activity on MSPActively collect on past due paymentsEstablish payment arrangements and determine strategies to resolve delinquencyForeclosure questions and concernsDetermine the reason for defaultCounsel customers about consequences of delinquencyMaintaining service levels and call center performance metrics – Schedule Adherence, Average Call Handle Time, Attendance / Availability, Production hours etc.Payment Collection and provide resolutionComplete Mandatory trainings on time
Maintain Business KPIs- Net Promoter Score, Call Quality Scores, Refinance Solicitation, Resolution Credits, One Call Resolution etc.
Qualifications and requirements :
Outstanding communications skills (including verbal, written, and listening skills)College degree preferredMortgage Experience desirable but not requiredKnowledge of customer service strategiesCompetitive, self-driven, motivated, team player , flexible and adaptable to changeAbility to build rapport over the phoneGood organizational, analytical, and decision-making skillsExecute and prioritize multiple tasksComputer knowledge(Microsoft Office and understanding of network systems) preferredAbility to work overtime as requiredScheduled shift changes as a result of business needs (associate must be flexible)Needs to have Stable Internet connection (> 50 MBPS)- Work from home
Training / Licensing Requirements: (only add if needed)
Rotating Shifts – Monday to Saturday
May have non consecutives weekly offs based on business requirements
This post is listed Under Bengaluru jobs
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