- Review Home Improvement Contracts, loan documents, customer records, title/ownership details, HIC documentation, and related documents to ensure accuracy, completeness, and compliance with business guidelines.

- Perform underwriting and contract review activities while maintaining high attention to detail and accuracy.

- Manage and resolve Freshdesk tickets, customer queries, shared inboxes, personal cases, and escalations within defined SLAs and productivity targets.

- Provide customer-first support through phone, email, and ticket-based communication while maintaining professional and transparent communication.

- Handle complex and exception-based cases, coordinating with vendors, internal teams, and other stakeholders to ensure timely resolution.

- Track and manage workflow priorities, business needs, pending cases, and service-level requirements.

- Review and resolve process-related issues, customer concerns, and documentation discrepancies accurately.

- Maintain required productivity, quality, turnaround time, and compliance standards.

- Support process training, knowledge sharing, new-hire shadowing, and process gap identification.





- Assist in escalation management and coordinate with supervisors, managers, and leadership teams when required.

- Identify opportunities for process improvement, automation, operational efficiency, and better customer experience.

- Prepare and maintain operational reports and MIS, using tools such as MS Excel and other business applications.

- Collaborate effectively with customers, clients, vendors, partners, and internal stakeholders.

- Demonstrate flexibility to work in a fast-paced environment with changing priorities, processes, and business requirements.

- Follow all required quality, regulatory, compliance, and confidentiality standards.

- Be available for night shifts, rotational shifts, weekends, and holidays as required by business operations.

- Work from the office in Noida, Sector 135, as per business requirements.

- Support both voice and non-voice activities as part of the process.

If interested you can contact me on,

Roshni

(phone hidden)

📌 Customer Service Voice (Gurugram)
🏢 Spearhead Professional
📍 Gurugram