About the Company

Mr. Cooper Group Inc. (NASDAQ: COOP) is a leading provider of quality servicing, origination, and transaction-based services for single-family residences in the United States. Operating under the primary brands Mr. Cooper and Xome®, the company is dedicated to delivering a variety of servicing and lending products, services, and innovative technologies. With a commitment to re-imagining the future of the mortgage industry, Mr. Cooper leverages full-stack development, mobile technology, and agile practices to build high-quality products that drive industry change.

Job Description

Position Overview:

• Interview Date: 13th July, 9.30 AM – 12.00 PM
• Location: Mr. Cooper, Block -3, 3rd Floor, Bharatiya City Tech Park, Thanisandra Main Road, Yelahanka, Kannuru, Bangalore.
• Role: Customer Service Voice Support Agent
• Industry Type: BPO / Call Centre
• Department: Customer Success, Service & Operations
• Employment Type: Full Time, Permanent
• Role Category: Customer Success, Service & Operations – Other
• Contact: Mary Sujatha ( 09901961914 )

Key Responsibilities:

• Engage with customers through voice channels to address inquiries and concerns related to mortgage products and services.
• Provide detailed information on mortgage options, interest rates, loan terms, and other relevant details.
• Assist customers in using online platforms for account setup, payments, and document submissions.
• Collaborate with internal teams to resolve complex customer issues and escalate cases as needed.
• Maintain professionalism and compliance with company policies and industry regulations.
• Record detailed customer interactions and transactions in the company’s CRM system.
• Identify opportunities for upselling or cross-selling mortgage products.
• Stay updated on industry trends and company policies.
• Participate in ongoing training to improve product knowledge and customer service skills.
• Contribute to a positive team environment by sharing insights and best practices.

Qualifications

• Bachelor’s degree in any field.
• Prior customer service experience, preferably in voice support, is beneficial.
• Strong verbal and written communication skills.
• Familiarity with mortgage products and loan terminology is advantageous.
• Proficiency in using CRM software and voice platforms.
• Excellent problem-solving skills and the ability to handle challenging customer situations with empathy.
• Detail-oriented with high accuracy in data entry and documentation.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Minimum typing speed of 30-40 words per minute.
• Note: Engineering or Post-graduates are not eligible.

Education

• UG: BCA in Any Specialization, B.Sc in Any Specialization, B.A in Any Specialization, B.B.A/ B.M.S in Any Specialization, B.Com in Any Specialization

Key Skills

• International Voice Process