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.