US Mortgage - Customer support || Service delivery manager

US Mortgage Customer Support Manager

Location: Hyderabad/Mumbai

Experience: Minimum of 1 year of relevant experience required

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• Minimum of 1 year of experience in US mortgage