Lead Associate Voice (US Mortgage Servicing/Collections)

You are looking for a Lead Associate to join the Voice Process team specializing in US Mortgage Servicing/Collections. As a potential candidate, you should have exceptional communication skills with a neutral accent and previous experience in managing both inbound and outbound calls, particularly in the realm of US residential mortgage servicing or collections. Your primary responsibilities will include conducting comprehensive risk analyses of loan files, professionally handling customer calls, working with pre-generated leads to assist them through the prequalification soft approval process, consistently achieving daily targets and service level agreements, staying informed about industry standards to ensure compliance, and undertaking any additional tasks delegated by the management. To qualify for this role, you should hold a graduate degree in any discipline, possess 1 to 4 years of relevant experience in US call center operations, ideally in the field of US mortgage servicing or collections. Moreover, you must exhibit strong verbal and written communication abilities with a neutral accent, meticulous attention to detail, high accuracy, and self-review proficiency. Your capacity to work under pressure, adapt to changes, collaborate effectively within a team, employ problem-solving skills during customer interactions, and showcase proficiency in MS Office Suite will be essential. A typing speed of 25-30 WPM with at least 90% accuracy is preferred, along with a willingness to work in various shifts as per business needs. If you meet these qualifications and are ready to take on this challenging yet rewarding role, we encourage you to apply and become a valuable asset to our team.,