Job title: US Mortgage – Customer support || Service delivery manager
Company: 2COMS
Job description: Job Description :US Mortgage Customer Support ManagerLocation: Hyderabad/MumbaiExperience: Minimum of 1 year of relevant experience requiredWe 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.
RequirementsRequirements:
- Minimum of 1 year of experience in US mortgage
Expected salary: Rs.500000 per year
Location: Hyderabad, Telangana
Job date: Sat, 05 Jul 2025 22:11:55 GMT
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