Job Title: Call Center Representative
Skills: Call Center, customer service, Insurance
Experience: 1 Year
Job Location: Avenida Paseo de la Reforma 342, Juárez, Cuauhtémoc, 06600 Ciudad de México, CDMX, MX
Onsite role
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.
📌 Call Center Representative
🏢 Coforge
📍 Tapachula de Córdova y Ordoñez