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 (India)
🏢 2COMs
📍 India