Job Description

:
US Mortgage Customer Support Manager
Location: Hyderabad/Mumbai
Experience: Minimum of 1 year of relevant experience required
We are in search of a US Mortgage Customer Support Manager to supervise and ensure exceptional customer service for mortgage-related inquiries. The ideal candidate will be accountable for overseeing customer interactions through various communication channels and managing customer concerns or complaints with professionalism and efficiency.
Key Responsibilities:
Customer Inquiry Support:

• Handling mortgage-related inquiries via phone, email, or chat and delivering exceptional service to customers.

• Assisting customers with queries about mortgage applications, loan status, payment options, interest rates, and terms.

• Clearly articulating mortgage terms and conditions, loan products, and payment schedules to customers.

• Guiding customers through the mortgage application or refinancing process and aiding in understanding required documentation.

Loan Servicing and Payment Assistance:

• Assisting customers with mortgage payments, payment processing, and payment account information.

• Explaining payment options, due dates, and providing support for setting up automatic or one-time payments.

• Assisting customers with late payment inquiries, payment adjustments, and payment history reviews.

• Providing solutions for managing escrow accounts and addressing related issues.

Problem Resolution:

• Addressing customer complaints or issues, such as billing errors, payment discrepancies, and processing delays while ensuring high customer satisfaction.

• Investigating and resolving customer concerns by coordinating with relevant internal departments (e.g., loan servicing, underwriting, collections).

• Escalating unresolved issues to senior staff or management when necessary.

Application and Documentation Support:

• Assisting customers with completing mortgage applications, submitting required documents, and tracking the status of their loan applications.

• Ensuring customers are informed of necessary documents and deadlines during the application and approval process.

• Maintaining accurate records of customer interactions and documenting inquiries, issues, and resolutions in CRM or support systems.

Compliance and Regulatory Support:

• Ensuring all customer interactions adhere to federal, state, and company-specific regulations, including TILA, RESPA, and HMDA.

• Providing clear and accurate disclosures to customers in line with regulatory guidelines.

• Maintaining confidentiality of customer information and adhering to privacy policies.

General Administrative Support:

• Assisting with processing routine mortgage-related requests, such as loan modifications or refinances.

• Providing customers with documentation such as payoff statements, balance inquiries, and loan status updates.

Requirements
Requirements:

• Minimum of 1 year of experience in US mortgage