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.