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Process Associate Customer Care (US Mortgage)
BSI Financial Services
Gurugram, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered 2 weeks ago
Black KnightFiServTEMPOCRMJIRA
Free
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Black KnightFiServTEMPO
Role Overview
We are seeking a Back Office Customer Service Associate who will manage borrower inquiries via email and chat for our U.S. mortgage servicing processes.
The role requires strong written communication skills, attention to detail, and a solid understanding of mortgage servicing regulations.
The associate will handle queries related to loan payments, escrow, payoff, and general account servicing while ensuring compliance with RESPA, TILA, and CFPB guidelines.
Key Skills for This Role
Black KnightFiServTEMPOCRMJIRA
Full Job Posting
Job Title: Customer Service Associate – US Mortgage (Email & Chat Support)
Job Summary
We are seeking a Back Office Customer Service Associate who will manage borrower inquiries via email and chat for our U.S. mortgage servicing processes.
The role requires strong written communication skills, attention to detail, and a solid understanding of mortgage servicing regulations.
The associate will handle queries related to loan payments, escrow, payoff, and general account servicing while ensuring compliance with RESPA, TILA, and CFPB guidelines.
Key Responsibilities
Respond to borrower queries through email and chat in a timely and professional manner.
Handle inquiries related to loan payments, escrow analysis, property taxes, insurance, payoff quotes, and statements.
Research and resolve borrower concerns by collaborating with internal teams and updating systems.
Provide accurate and compliant information in line with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA).
Document all borrower interactions in servicing systems (e.g., Black Knight, FiServ, TEMPO or similar).
Maintain compliance with US mortgage regulations, data security policies, and company SOPs.
Meet service level agreements (SLA) for response time and accuracy.
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