Cognizant | Customer Support Representative

Job Description

We are seeking a skilled Mortgage Customer Support Representative to join our dynamic team. The ideal candidate will be responsible for providing timely and accurate assistance to mortgage customers primarily through mail and chat channels. This role requires a strong understanding of mortgage products, excellent communication skills, and a commitment to delivering outstanding customer service.

Responsibilities:

• Respond promptly to customer inquiries via mail and chat channels regarding mortgage products, services, and account information.
• Assist customers with inquiries related to mortgage applications, approvals, payments, and account maintenance.
• Provide accurate and detailed information to customers regarding mortgage rates, terms, and eligibility requirements.
• Address customer concerns, complaints, and escalations in a professional and empathetic manner, striving for first-contact resolution whenever possible.
• Collaborate with internal teams such as loan officers, underwriters, and servicing departments to resolve customer issues and ensure a positive customer experience.
• Maintain thorough and up-to-date knowledge of mortgage industry regulations, policies, and procedures.
• Identify opportunities to enhance the customer experience and provide feedback to management for process improvement.
• Adhere to company policies, guidelines, and compliance standards always.

Requirements:

• Bachelor’s degree in Business Administration, Finance, or related field preferred.
• Previous experience in mortgage customer support, banking, or financial services is highly desirable.
• Strong knowledge of mortgage products, loan servicing, and industry terminology.
• Excellent written and verbal communication skills with a keen attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Empathetic and patient demeanor with a customer-centric mindset.
• Proficiency in using customer relationship management (CRM) software and chat platforms.
• Demonstrated problem-solving skills and ability to work effectively both independently and as part of a team.
• Availability to work flexible hours, including evenings and weekends, as needed.