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Email/ Chat Support
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Customer Support Associate
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International Chat Process
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Email/ Chat Support - Hyderabad, India - 2coms
Description
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. Bachelor's 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.