SPE / SME - US Mortgage - Escalation Management

Role & 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.

Preferred candidate profile

• Graduate/Diploma (3 year) in any discipline. Bachelor's degree in accounting or finance or related field would be preferable
• Good experience in mortgage servicing (any region)
• Candidate with experience in escalation management team from credit card operations background will also be considered.
• Proven experience in customer service or complaints handling.
• Strong critical thinking and problem-solving skills.
• Excellent written communication skills with the ability to convey complex information clearly and concisely.
• 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)
• Experience in a regulated industry, understanding compliance and legal implications of customer complaints.
• Familiarity with customer relationship management (CRM)systems.
• Experience only in loan origination will not be suitable

Immediate joiners preferred.

Interested candidates please share your resume to priyadarshini.narayanan@cognizant.com