Job Title: Call Center Representative
Skills: Call Center, customer service, Finance, Insurance
Experience: 1 Year
Job Location: Mexico City (Remote)
Remote
We at Coforge are hiring Call Center Representative with the following skillset:
Requirements
* 6–9 months of experience in a call center position (BFSI experience preferred).
* Fluent in English – B2+ or C1 level.
* Must live within 1.5 hours from the site.
* Ability to work 10-hour shifts within the hours of operation (6:00 AM – 6:00 PM).
* Comfortable with schedule: two 15-minute breaks and one 30-minute lunch.
* Strong communication, problem-solving, and documentation skills.
* Ability to manage escalations with professionalism and escalate to client when required.
1. Loss Draft Call Center
* Manage customer support calls related to loss draft claims.
* Update claim information and notate/document in client systems.
* Upload loss draft documentation as needed.
* Resolve borrower questions and concerns, escalating when necessary.
* Report escalations and complaints in the client’s complaint tracking system (CCS).
2. Insurance Services Call Center
* Handle borrower and agent calls regarding preferred insurance policies.
* Strive for First Call Resolution (FCR) on incoming calls.
* Update client systems with accurate information and upload documentation.
* Resolve or escalate borrower questions and concerns in alignment with client procedures.
3. Mortgage Servicing Call Center
* Provide support related to borrower mortgage servicing.
* Update and maintain accurate records in the tracking system.
* Resolve questions and concerns, escalating when necessary for additional research.