Customer Service Associate 1 – Chat – Mr. Cooper – Full Job Description

Company: Mr. Cooper
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: Full-time

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers. Join us and make the dream of home ownership possible!

Responsibilities

• Handle customer inquiries and provide accurate information through chat and inbound voice channels.
• Resolve customer issues efficiently and effectively while maintaining high levels of customer satisfaction.
• Document and update customer records based on interactions.
• Collaborate with team members to meet and exceed performance goals and targets.
• Follow communication procedures, guidelines, and policies.
• Stay updated with product knowledge and industry standards to provide knowledgeable responses to customers.
• Participate in training sessions and team meetings.

Requirements

• Experience: 0-2 years of experience in international voice or chat processes.
• Must be open to work in Voice process
• Industry: Experience in the mortgage industry is preferred but not mandatory.
• Shift: Willingness to work night shifts and rotational shifts.
• Willingness to work in scheduled environment.
• Comfortable with a work-from-office arrangement.
• Skills: Strong team player with excellent interpersonal skills.
• Communication: Effective communication skills, both written and verbal.
• Ability to handle high-pressure situations and manage multiple tasks simultaneously.
• Basic computer skills and familiarity with CRM systems and contact center software.
• Strong problem-solving abilities and attention to detail.
• Mindset: Customer-focused mindset with a commitment to providing high-quality service.

Preferred Qualifications

• Education: BCom / BBA, BSC, BA degree or equivalent. Not B.tech or MBA
• Previous customer service experience in a contact center environment preferred, but not mandatory.
• Knowledge of mortgage industry terminology and processes preferred, but not mandatory.

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID: 023714

Job Category: India Business Operations

Primary Location City: Bengaluru

Primary Location Region: Karnataka

Primary Location Postal Code: 560064

Primary Location Country: India

Additional Posting Location(s):

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