Job Title: Coordinator, Customer Care Center – Service
Location: Malad,Mumbai
Status: Active
Salary Range: INR 4,80,000 – 7,50,000 per annum
Experience Required: 1 – 12 years
Job Functions and Responsibilities
- Handle loan-related customer inquiries over the loan servicing toll-free number for pre-foreclosure to delinquent accounts.
- Follow up with customers when payment commitments are not met.
- Log all borrower contacts into the loan servicing system.
- Offer long-term resolutions to customers to resolve delinquency issues.
- Efficiently use an autodialing system to maximize productivity and increase contact ratios.
- Achieve the prescribed number of customer contacts during each workday.
- Understand customer relations functions and available services.
- Perform other duties as assigned by the department manager.
Education / Experience
- Strong customer service skills are essential.
- Fluency in English is required.
- Knowledge or experience in mortgage loan servicing is desirable but not mandatory.
- Graduate degree preferred; undergraduates must have at least 6 months of call center (voice support) experience.
Work Schedule / Requirements
- Must be willing to work in US shifts.
- Shift timings: 5:30 PM / 6:30 PM / 7:30 PM / 8:30 PM IST (may change twice a month).
- Call center hours: Monday – Friday, 8:00 AM – 9:00 PM EST; Saturday, 8:00 AM – 5:00 PM EST.
- Must have a stable internet connection (minimum 50 Mbps) for remote work.
- Candidates must reside in Mumbai (base location) while working from home.
- Currently following a hybrid model — employees will be scheduled to work both from office and home.
- Mandatory work from office during training and initial production phase (minimum 6 months) until performance standards are consistently met.
- Flexibility required for potential role transitions between Customer Service and Customer Resolutions as per business needs.
- Transportation provided for late shifts.
Must-Haves
- Excellent communication skills.
- Minimum 1 year of call center experience (voice support).
- Willingness to work in rotational shifts.
- Flexibility to adapt to business and schedule changes.
Interview Process
- Screening Call
- Two Virtual Rounds (Technical / Process-related)
Shubham Vishwakarma
Full Stack Developer - Averlon
About Umanist India
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Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon