Job Description

Job Title: SPE/SME for Written Correspondence


Reporting to: Team Leader

Objectives

Written Correspondence team will be responsible for researching written complaints and providing a written response addressing all issues identified in the complaint. The Complaints Resolution Specialist will be responsible for the thorough investigation and resolution of customer complaints.


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 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:

Graduate/Diploma (3 year) in any discipline. Bachelor's degree in accounting or finance or related field would be preferable

Proven experience in customer service or complaints handling. Experience in US Mortgage or any Mortgage backend process. Strong critical thinking and problem-solving 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 6:30 am IST)