Job Description

Job Summary

We are seeking a skilled SPE-Performing Servicing professional with 2 to 4 years of experience to join our team. The ideal candidate will have expertise in MS Excel and a background in customer service & Compliant Resolution particularly in the mortgage sector. This role requires working from our office during night shifts with no travel involved.

Responsibilities

Process associate is expected to meet or exceed the set agreed target in a given timeframe both during the training period and in the period following training.


The productivity targets will be revised based on the tenure and any such changes will be made known to the associate.


Quality


Process associate is expected to meet and exceed the minimum quality benchmark according to the guidelines specified.


The quality targets will be revised based on the tenure and any such changes will be made known to the associate.


Feedback


Process associate is expected to be open and receptive to feedback and should view the feedback mechanism as a tool for constant self improvement and process development.


Key Responsibilities


Conduct detailed research on written complaints received from customers.


Analyze the issues identified in the complaints and gather necessary information for resolution.


Provide comprehensive written or Verbal responses to customers addressing all concerns raised in the complaints.


Utilize critical thinking skills to evaluate the validity of complaints and to propose effective solutions.


Collaborate with various departments to gather insights and information pertinent to the complaints.


Maintain accurate records of customer interactions complaints and resolutions.


Continuously improve the complaints handling process by identifying trends and recommending changes.


Qualification


GraduateDiploma (3 year) in any discipline. Bachelors degree in accounting or finance or related field would be preferable


Proven experience in customer service or complaints handling.


Strong critical thinking and problemsolving skills.


Excellent written communication skills with the ability to convey complex information clearly and concisely.


Proficiency in data analysis and research.


Ability to work independently and exercise sound judgment.


Good keyboard skills Formal Training in Typing would be an added advantage. Typing speed of 40 wpm.


Good customer service attitude.


Stress tolerance Ability to work accurately under pressure.


Good Team Player


Willingness to work in night shifts(8.30 pm IST to 630 am IST)


Preferred Skills


Experience in a regulated industry understanding compliance and legal implications of customer complaints.


Familiarity with customer relationship management (CRM) systems.


This job description aligns with the responsibilities and skills required for the role as described. It emphasizes the importance of critical thinking and written communication in resolving customer complaints effectively. If you need further customization or additional details please let me know.

Certifications Required

* Microsoft Office Specialist: Excel Certification