Hiring For Email support - Mortgage Support
- Cognizant
- 1 - 6 years
- Mumbai
- 2 months ago
- Email to a friend
- Report this job
Job Description
Job Description of SPE/SME for Webchat
Job Title: SPE/SME for webchat
Reporting to: Team Leader
Objectives
Email Management team is part of customer service function of Mortgage servicing. Associates in this team, respond to customer inquiries received through emails or via fax inboxes. Borrowers inquire about a variety of scenarios related to the mortgage loan servicing and account maintenance. Email Management team must ensure prompt, courteous, assertive & empathetic responses to customer queries by providing accurate answers, additional information, suggesting products, or escalating/engaging others in the organization to provide a solution according to defined procedures.
Key Result Areas (KRAs)
Productivity:
- Process associate is expected to meet or exceed the set / agreed target in a given timeframe, both during the training period and in the period following training.
- The productivity targets will be revised based on the tenure and any such changes will be made known to the associate.
Quality:
- Process associate is expected to meet and exceed the minimum quality benchmark according to the guidelines specified.
- The quality targets will be revised based on the tenure and any such changes will be made known to the associate.
Feedback:
- Process associate is expected to be open and receptive to feedback and should view the feedback mechanism as a tool for constant self-improvement and process development.
Qualification:
Graduate/Diploma (3 year) in any discipline. Bachelors degree in accounting or finance or related field would be preferable
Skill Sets
12 months - 60 months experience being part of below functions:
Experience of working in customer service/Email Support/webchat in BFSI particularly in mortgage domain is desirable.
Strong oral and written communication skill with mortgage domain experience
Good analytical and reasoning skills - Ability to understand complex situations & multiple questions in a single email, to determine the exact process steps required to respond and provide resolution to all customer queries, to synthesize the available information in the right context to arrive at the accurate and complete resolution
Good keyboard skills Formal Training in Typing would be an added advantage. Typing speed of 30 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)
Immediate joiners preferred
Please share your resume to pr********************n@co******t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & Operations, Role Category: Non VoiceRole: Email SupportEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Mumbai
Keyskills: Email Support Customer Service Email International Non Voice mail support Customer Care Email Writing Email Process customer support
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