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Customer Service Associate - Chat

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Mr. Cooper

2mo ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Business, Operations & Strategy

AI generated summary

  • You must be capable of working in India Business Operations, located in Bengaluru, Karnataka, with the postal code 560064. Be prepared to meet all qualifications for the role.
  • You will engage with customers via chat, providing information on mortgage products, guiding them through online tools, maintaining records of interactions, and participating in training sessions.

Requirements

  • Job Requisition ID
  • 023113
  • Job Category
  • India Business Operations
  • Primary Location City:
  • Bengaluru
  • Primary Location Region:
  • Karnataka
  • Primary Location Postal Code:
  • 560064
  • Primary Location Country:
  • India
  • Additional Posting Location(s):

Responsibilities

  • Engage with customers via chat to address inquiries, concerns, and requests related to mortgage products, services, and account information.
  • Provide accurate and detailed information about mortgage options, interest rates, loan terms, and other relevant details to assist customers in making informed decisions.
  • Guide customers through our online platforms and self-service tools, assisting with account setup, payments, document submission, and other digital activities.
  • Ensure all chat interactions are handled professionally, efficiently, and in compliance with company policies and regulations.
  • Maintain detailed records of customer interactions, transactions, and inquiries using the company's CRM system.
  • Participate in ongoing training sessions to enhance product knowledge, communication skills, and customer service techniques.

FAQs

What is the main purpose of the Customer Service Associate role at Mr. Cooper Group?

The main purpose of the Customer Service Associate role is to engage with customers via chat to address inquiries, concerns, and requests related to mortgage products, services, and account information, ultimately helping to keep the dream of homeownership alive.

What type of inquiries will I be handling in this position?

In this position, you will be handling inquiries related to mortgage options, interest rates, loan terms, account information, and assisting customers with our online platforms and self-service tools.

What qualifications are required for this job?

While specific qualifications are not listed in the job description, strong communication skills, familiarity with customer service techniques, and an understanding of mortgage products would be beneficial.

Will I need to participate in training?

Yes, you will be required to participate in ongoing training sessions to enhance your product knowledge, communication skills, and customer service techniques.

Where is the primary location for this job?

The primary location for this job is Bengaluru, Karnataka, India.

Is there an Equal Opportunity Employment policy in place?

Yes, Mr. Cooper Group is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran.

How are customer interactions documented?

Customer interactions are documented using the company's CRM system, which includes detailed records of customer interactions, transactions, and inquiries.

What measures are in place to ensure compliance during chat interactions?

Employees are trained to handle all chat interactions professionally and efficiently, ensuring compliance with company policies and regulations.

What kind of products and services will I need to be knowledgeable about?

You will need to be knowledgeable about various mortgage products, interest rates, loan terms, and relevant details that assist customers in making informed decisions.

Will this position involve working with customers directly?

Yes, this position involves direct engagement with customers through chat to address their inquiries and guide them in navigating our services.

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Mr. Cooper

We’re Mr. Cooper Mortgage and we exist to keep the dream of homeownership alive.

Finance
Industry
5001-10,000
Employees
1994
Founded Year

Mission & Purpose

With nearly 4 million customers, we are a proud leader in the home loan servicing industry. But are we content? No way. Every day we challenge convention and reimagine the home loan experience for the better. It’s what makes us who we are. We’re Challengers of Convention Challenging the status quo is in our DNA. We’re ditching the old ways and reimagining what homeownership should look like in the era of smart phones, Mars missions, and avocado toast. We’re Champions for Our Customers Giving homeowners the best experience possible is the reason we come to work. We believe in honesty, simplicity, and always having our customer’s back. We’re Cheerleaders for Our Team Transforming an industry takes a world-class team. Ours is over 9,000 Coopers strong. Creating a place where they love to work isn’t just an HR goal — it’s part of Mr. Cooper's mission. We’re here to keep the dream of homeownership alive. That means throwing out the old ways and revolutionizing the way people sell, buy and own their homes using the latest technology and good old fashioned customer service. At Mr. Cooper Mortgage we see a world where homeownership is less worrisome and more rewarding, where having a mortgage is no longer a burden but an opportunity, where homeowners feel 100% in control of their finances and future. Is Mr. Cooper Mortgage your kind of place? If so, we can't wait to hear from you. Visit careers.mrcooper.com for current job openings. Mr. Cooper Mortgage is a proud equal opportunity employer.