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Job Title:
Customer Care Associate / Analyst - Voice Process (Mortgage Servicing)

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Experience Required:
1 to 10 Years

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Annual CTC Budget:
₹4,000,000 - ₹6,000,000 Per Annum (Plus Performance Incentives up to ₹30,000 per month)

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Location:
Mumbai (Work from Office Only)

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MANDATORY CRITICAL MATCH CRITERIA (READ FIRST):
- ✅
Experience:
1 to 10 years of dedicated experience in an international or domestic voice process. Experience in US Mortgage/Loan servicing is highly preferred.
- ✅
Education:
Graduate degree preferred. Undergraduate candidates
must
have a minimum of 1 year of hard international/domestic call center voice experience.
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Core Skills:
Customer relationship management, handling borrower inquiries, dispute tracking, inbound/outbound customer servicing, and quality compliance.
- ✅
Software/Tools:
Working proficiency with CRM software and CRM-integrated Autodialing systems.
- ✅
Communication:
Exceptional, flawless English communication skills (verbal and written) are mandatory with no exceptions.
- ✅
Logistics:




100% strictly Work-from-Office in Mumbai. Candidates must be versatile to work night shifts (US Shifts).

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Position Overview

The role supports global customer servicing operations by managing inbound and outbound borrower inquiries regarding loan accounts and resolving compliance-tracked disputes. The selected professional will ensure high-quality customer experience delivery through voice communication channels while maintaining exact service Level Agreements (SLAs).

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Core Responsibilities
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Borrower Servicing:
Handle loan-related customer inquiries through active voice channels, ensuring accurate information delivery regarding mortgage/loan products.
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Data Maintenance:
Evaluate borrower interactions and update, amend, or maintain loan history parameters inside the database systems for compliance verification.
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Complaint Resolution:
Assess, track, and resolve structural borrower complaints, exercising independent judgment to

📌 Associate (or) Analyst, Customer Care Center - Voice Process - Mumbai Only
🏢 Amrapali Solutions
📍 Mumbai