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 applications.

- Ensuring customers are informed of necessary documents and deadlines during the application and approval process.

- Maintaining accurate records of customer interactions and documenting inquiries, issues, and resolutions in CRM or support systems.

Compliance and Regulatory Support:

- Ensuring all customer interactions adhere to federal, state, and company-specific regulations, including TILA, RESPA, and HMDA.

- Providing transparent and accurate disclosures to customers in line with regulatory guidelines.

- Maintaining confidentiality of customer information and adhering to privacy policies.

General Administrative Support:

- Assisting with processing routine mortgage-related requests, such as loan modifications or refinances.

- Providing customers with documentation such as payoff statements, balance inquiries, and loan status updates.

Requirements

Requirements:

- Minimum of 1 year of experience in US mortgage

📌 US Mortgage - Customer support || Service delivery manager (Hyderabad)
🏢 2COMs
📍 Hyderabad