Job Information
Cognizant US Mortgage Customer support - Subject Matter Expert in MUMBAI, India
Job Title: SPE/SME
Reporting to: Team Leader
Objectives
Written Correspondence team will be responsible for researching written complaints and providing a written response addressing all issues identified in the complaint. The Complaints Resolution Specialist will be responsible for the thorough investigation and resolution of customer complaints with respect to the US Mortgage loans.
Key Result Areas (KRAs)
Productivity:
Ø 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.
Ø The productivity targets will be revised based on the tenure and any such changes will be made known to the associate.
Quality:
Ø Process associate is expected to meet and exceed the minimum quality benchmark according to the guidelines specified.
Ø The quality targets will be revised based on the tenure and any such changes will be made known to the associate.
Feedback:
Ø 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.
Key Responsibilities:
Conduct detailed research on written complaints received from customers.
Analyze the issues identified in the complaints and gather necessary information for resolution.
Provide comprehensive written responses to customers, addressing all concerns raised in the complaints.
Utilize critical thinking skills to evaluate the validity of complaints and to propose effective solutions.
Collaborate with various departments to gather insights and information pertinent to the complaints.
Maintain accurate records of customer interactions, complaints, and resolutions.
Continuously improve the complaints handling process by identifying trends and recommending changes.
Qualification:
· Graduate/Diploma (3 year) in any discipline. Bachelor’s degree in accounting or finance or related field would be preferable
Proven experience in customer service or complaints handling.
Strong critical thinking and problem-solving skills.
Excellent written communication skills with the ability to convey complex information clearly and concisely.
Proficiency in data analysis and research.
Ability to work independently and exercise sound judgment.
Good keyboard skills – Formal Training in Typing would be an added advantage. Typing speed of 40 wpm.
Good customer service attitude.
Stress tolerance - Ability to work accurately under pressure.
Good Team Player
Willingness to work in night shifts(8.30 pm IST to 6:30 am IST)
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.