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The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment.

JOB FUNCTION AND RESPONSIBILITIES :

- Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.- Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.-
- Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.- Achieve defined productivity and contact targets,



balancing efficiency with accuracy and service quality expectations.- Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.- Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.- Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.- Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.- Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.- Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.

QUALIFICATION :

- Demonstrated customer service skills with the ability to manage customer interactions effectively.- Fluent in English (verbal and written).- Knowledge or experience in mortgage loan servicing preferred.-
- Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes.- Solid communication, problem-solving, and interpersonal skills.

WORK SCHEDULE OR TRAVEL REQUIREMENTS : Scheduled shift changes because of business needs (associate must be flexible)

📌 Analyst, Customer Care Center-service (Mumbai)
🏢 Onity Group
📍 Mumbai