Apply on Kit Job: kitjob.in/job/431fwv

You will be working as a Customer Service Associate I for a Chat + Voice blended process supporting US mortgage customers at Rocket in Bangalore. The key responsibilities include handling servicing questions, payment issues, post-forbearance options, and general account-related queries during the 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 self-service 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 post-forbearance 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 2 Years)**
- Excellent written and verbal English communication
- 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 3 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 (Art/Science/Commerce/Finance preferred)
- **Experience:** Freshers + experienced candidates (up to 4 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)

You will be entitled to benefits such as attractive night shift allowance, cab facility (home-office-home), medical insurance, strong learning & career development opportunities, and the chance to work with a global leader in mortgage servicing. You will be working as a Customer Service Associate I for a Chat + Voice blended process supporting US mortgage customers at Rocket in Bangalore. The key responsibilities include handling servicing questions, payment issues, post-forbearance options, and general account-related queries during the 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 self-service 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 post-forbearance 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 2 Years)**
- Excellent written and verbal English communication
- 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 3 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 (Art/Science/Commerce/Finance preferred)
- **Ex

Apply on Kit Job: kitjob.in/job/431fwv

📌 Customer Service Associate-(Chat & Voice Support) (India)
🏢 Rocket India
📍 India