Job Description

Key Responsibilities

• Respond to customer inquiries and disputes by drafting comprehensive written responses in compliance with RESPA (Real Estate Settlement Procedures Act) and CFPB (Consumer Financial Protection Bureau) standards.
• Conduct detailed research on mortgage-related data, including payments, escrow analysis, tax, insurance, ARM adjustments, and account discrepancies.
• Collaborate with internal departments to resolve inquiries and escalate issues as needed.
• Accurately categorize and process incoming correspondence following established protocols.
• Maintain accurate and thorough documentation for all cases in tracking systems.
• Meet productivity and quality targets while adhering to Service Level Agreements (SLAs) and Turnaround Times (TATs).
• Ensure compliance with all regulatory requirements and company policies during case resolution.
• Prioritize tasks effectively to manage multiple deadlines in a fast-paced environment.

Qualifications

• A bachelor's degree or equivalent (minimum 15 years of education).
• Knowledge of US mortgage servicing or originations is essential.

Skills & Competencies

• Strong understanding of mortgage loan documentation, escrow processes, and relevant regulations such as RESPA and FCRA (Fair Credit Reporting Act).
• Excellent written and verbal communication skills.
• Exceptional attention to detail and accuracy in documentation.
• Proven ability to handle multiple tasks efficiently and meet strict deadlines.
• Strong problem-solving and decision-making skills.
• Ability to work collaboratively within a team-oriented environment.
• Customer service orientation with a focus on resolution and satisfaction.

Job Type: Full-time

Pay: ?12,000.00 - ?17,000.00 per month

Schedule:

• Morning shift

Education:

• Bachelor's (Required)

Experience:

• total work: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)
• Hindi (Preferred)

Work Location: In person