US Mortgage Customer Support Manager

Location: Hyderabad/Mumbai

Experience: Minimum of 1 year of relevant experience required

We are in search of a US Mortgage Customer Support Manager to supervise and ensure exceptional customer service for mortgage-related inquiries. The ideal candidate will be accountable for overseeing customer interactions through various communication channels and managing customer concerns or complaints with professionalism and efficiency.

Key Responsibilities:

Customer Inquiry Support:
- Handling mortgage-related inquiries via phone, email, or chat and delivering exceptional service to customers.
- Assisting customers with queries about mortgage applications, loan status, payment options, interest rates, and terms.
- Clearly articulating mortgage terms and conditions, loan products, and payment schedules to customers.
- Guiding customers through the mortgage application or refinancing process and aiding in understanding required documentation.

Loan Servicing and Payment Assistance:
- Assisting customers with mortgage payments, payment processing,



and payment account information.
- Explaining payment options, due dates, and providing support for setting up automatic or one-time payments.
- Assisting customers with late payment inquiries, payment adjustments, and payment history reviews.
- Providing solutions for managing escrow accounts and addressing related issues.

Problem Resolution:
- Addressing customer complaints or issues, such as billing errors, payment discrepancies, and processing delays while ensuring high customer satisfaction.
- Investigating and resolving customer concerns by coordinating with relevant internal departments (e.g., loan servicing, underwriting, collections).
- Escalating unresolved issues to senior staff or management when necessary.

Application and Documentation Support:
- Assisting customers with completing mortgage applications, submitting required documents, and tracking the status of their loan applic

📌 US Mortgage (Hyderabad)
🏢 2COMs
📍 Hyderabad