Apply on Kit Job: kitjob.in/job/467sv5

Rocket is hiring Customer Service Associate I for a Chat process for Chennai Location.

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Supporting US mortgage customers. The role includes handling servicing questions, payment issues, post-forbearance options, and general account-related queries.

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This is a Night Shift role supporting US business hours.

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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
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 Year)*
Excellent written and verbal English communication
Solid 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 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)
Advantages*
Attractive night shift allowance
Cab facility (home to office to home)
Medical insurance
Solid learning & career development opportunities
Opportunity to work with a global leader in mortgage servicing

Apply on Kit Job: kitjob.in/job/467sv5

📌 Customer Service Associate Chat Support Chennai
🏢 Rocket India
📍 Chennai