Role & responsibilities

- Handle inbound and outbound customer calls related to mortgage servicing and collections activities.

- Contact borrowers regarding past-due mortgage payments and discuss available repayment options.

- Provide accurate information on loan status, payment history, escrow accounts, balances, and servicing inquiries.
- Negotiate payment arrangements and assist borrowers in resolving delinquent mortgage accounts.
- Educate customers regarding loss mitigation options, payment plans, forbearance, and other available solutions, as applicable.
- Perform borrower verification and ensure adherence to compliance and data security requirements.
- Accurately document customer interactions, commitments, disputes, and resolutions in servicing systems.
- Follow all applicable FDCPA, CFPB, investor, client, and company servicing guidelines.
- Meet daily productivity, quality, compliance, and service-level agreement (SLA) targets.
- Handle borrower objections professionally and work toward achieving positive customer outcomes.
- Escalate complex servicing or collection issues to appropriate teams as required.
- Maintain thorough knowledge of mortgage servicing processes, collection practices, and regulatory requirements.




- Support new team members through knowledge sharing and floor support activities, as required.
- Collaborate with internal departments including Escalations, Loss Mitigation, Customer Service, Compliance, and Quality teams.
- Participate in process improvement initiatives, training programs, and calibration sessions.
- Execute other duties as assigned by Management.

Preferred candidate profile

- Graduate in any discipline.

- Excellent verbal and written communication skills with a neutral accent.

- Strong listening, negotiation, conflict resolution, and customer relationship management skills.

- Ability to handle challenging customer conversations professionally and effectively.
- Solid analytical, problem-solving, and decision-making skills.
- High attention to detail and accuracy in documenting customer interactions.
- Proficiency in MS Office applications and servicing/customer relationship management systems.
- Typing speed of 25-30 WPM with a minimum accuracy of 90% preferred.
- Ability to meet quality, productivity, compliance, and turnaround time targets.
- Strong team player with flexibility and adaptability to changing business requirements.
- Willingness to work in any assigned shift.

📌 Walk-in || Fresher - Voice Process (US Mortgage) (Bengaluru)
🏢 Indecomm
📍 Bengaluru