Customer Care Associate

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 yearsJob Functions and ResponsibilitiesHandle 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 / ExperienceStrong 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 / RequirementsMust 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-HavesExcellent 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 ProcessScreening CallTwo Virtual Rounds (Technical / Process-related)