Us Mortgage Process Associate

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
• Good 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 removed]