POSITION SUMMARY

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 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
skilled judgment.

JOB FUNCTION AND RESPONSIBILITIES:

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

* Evaluate customer interactions and update, amend, or maintain loan
information in servicing systems, ensuring data accuracy and compliance.

* Assess, track, and resolve borrower complaints, applying judgment to
determine appropriate resolution or escalation while ensuring effective
closure.





* Utilize autodialing systems effectively to manage customer outreach while
maintaining quality, compliance, and customer experience standards.

* Achieve defined productivity and contact targets, balancing efficiency with
accuracy and service quality expectations.

* Demonstrate familiarity with customer relationship functions and servicing
offerings to support informed and effective customer interactions.

* Take ownership of customer interactions and ensure end-to-end resolution or
appropriate escalation of issues within defined frameworks.

* Drive solution-oriented outcomes impacting customer experience, operational
efficiency, and cost effectiveness through proactive problem solving.

* Contribute to process optimization and continuous improvement initiatives by
identifying opportunities to enhance service delivery and efficiency.

* Exercise discretion within defined governance frameworks and represent the
organization in customer interact

📌 Analyst, Customer Care Center–Service (Mumbai)
🏢 Onity
📍 Mumbai