Sr. Associate – Contact Centre (US Voice process)

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About KnovaOne - A TRAKAmerica company

Founded in 2012 and headquartered in West Palm Beach, Florida, KnovaOne - A TRAKAmerica company is part of a leading legal and financial services group of companies with a strong U.S. presence and a skilled global workforce. Backed by over 40 years of combined leadership experience, we help 50+ law firms and top US financial institutions reduce costs, streamline operations, and deliver measurable business outcomes.

With a global team of 600+ employees and growing, we bring deep domain expertise in mortgage servicing, debt collections, bankruptcy, real estate transactions, accounts receivable management, back office and staffing support, and comprehensive recovery services, all underpinned by strict compliance frameworks and operational rigor.

Job Role:

• Handle inbound and outbound calls for US clients in a professional manner
• Address customer inquiries, resolve issues, and provide accurate information as per process guidelines
• Perform voice-based support tasks related to customer service or collections depending on process allocation
• Update internal systems and maintain call logs and records as required
• Communicate with clients through calls and emails when necessary
• Ensure compliance with process standards and US regulations (if applicable)
• Follow up on pending issues and ensure timely resolution
• Meet daily, weekly, and monthly targets related to call quality, productivity, and customer satisfaction
• Coordinate with internal teams to resolve customer concerns efficiently
• Be flexible to stretch work hours based on process needs or high call volumes

Skills and Qualifications:

• Any 

  bachelor’s degree

   (completed)
• Minimum 

  2-3 /

   

  4 - 5 years of experience in an international voice process

   (US process preferred)
• Excellent verbal and written communication skills in English
• Good knowledge of MS Office applications
• Strong customer handling and problem-solving skills
• Ability to work independently with a high sense of responsibility
• Willingness to work in rotational shifts (including night shifts)
• Prior experience in customer service or collections will be an added advantage