Role & responsibilities

- Handle inbound and outbound calls with US borrowers, employers, lenders, loan officers, processors, and other stakeholders.
- Provide accurate and professional responses to queries related to mortgage/loan documentation and processes.
- Follow up with borrowers and relevant third parties for pending documents, information, verifications, and clarifications.
- Review and validate information/documents received from borrowers or other stakeholders as per process guidelines.
- Coordinate with internal teams such as Loan Officers, Processors, Underwriters, Closing teams, and Quality teams to resolve queries and move loan files forward.
- Identify discrepancies, missing information, or documentation issues and initiate appropriate follow-up.
- Accurately update customer/loan information in the relevant CRM, LOS, or process management system.
- Maintain process-specific TAT, productivity, quality, compliance, and customer-service metrics.
- Handle escalations professionally and ensure timely resolution.
- Maintain accurate call records, case notes, and documentation.
- Follow US mortgage process guidelines, client SOPs, compliance requirements, and data-security standards.
- Meet individual and team targets while maintaining a high level of accuracy and customer experience.
- Participate in process training, calibration sessions, quality feedback, and continuous improvement initiatives.

Preferred candidate profile

- Have 18+ months of relevant experience in a US Mortgage or International Voice BPO process.
- Have strong experience handling US customers/stakeholders over voice.
- Possess excellent verbal communication with good grammar, pronunciation,



fluency, and confidence.
- Can independently handle customer conversations and accurately understand the requirement.
- Have prior experience in a US Mortgage voice process rather than only generic international customer support.
- Understand basic US mortgage terminology and the overall loan process.
- Are comfortable making outbound calls and following up with borrowers/employers/third parties.
- Demonstrate strong ownership, accountability, and problem-solving ability.
- Can work effectively in a target-driven environment with strict quality and TAT requirements.
- Are flexible to work in rotational US shifts and rotational weekly offs.
- Are willing to work from the Noida Sector 144 location.
- Are comfortable using CRM/LOS/workflow applications and maintaining accurate records.

KEY SKILLS

- Minimum 18 months of experience in US Mortgage / International Voice / Mortgage BPO
- Excellent spoken English and international communication skills
- Strong neutral accent and good voice clarity
- Strong listening and comprehension skills
- Ability to communicate confidently with US customers and business stakeholders
- Good understanding of the US mortgage/lending lifecycle
- Ability to understand and explain mortgage-related terminology
- Strong customer-handling and objection-handling skills
- Valuable documentation and follow-up skills
- Strong attention to detail and accuracy
- Ability to work under pressure and meet TAT/SLA requirements
- Good working knowledge of MS Office and computer applications
- Comfortable working in US/night and rotational shifts

FOR MORE DETAILS CONTACT-

NAINA - (phone hidden)

📌 Us Mortgage Process Associate (Noida)
🏢 Expert Staffing Solutions New Delhi
📍 Noida