Walk-in || Fresher - Voice Process (US Mortgage)

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.

• Strong 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.