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    Email/ Chat Support - Hyderabad, India - 2coms

    2coms
    2coms background
    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.


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