Job Description

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as Consultant – Sales and Support Customer Care. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

We are looking for a dedicated and customer-focused Mortgage Customer Services professional to join our team in Hyderabad, India. In this role, you will be the primary point of contact for our mortgage customers, providing exceptional support and guidance throughout their mortgage journey. You will handle inquiries, process applications, and resolve customer concerns with professionalism and empathy, ensuring a seamless experience at every touchpoint.

• Respond to customer inquiries regarding mortgage products, services, and account information via phone, email, and chat channels
• Process mortgage applications and verify supporting documentation for accuracy and completeness
• Provide clear explanations of mortgage terms, conditions, and procedures to customers
• Address and resolve customer complaints and concerns in a timely and professional manner
• Maintain accurate and up-to-date customer records in the CRM system
• Coordinate with internal departments including underwriting, processing, and loan servicing teams
• Guide customers through the mortgage application and approval process
• Ensure compliance with regulatory requirements and company policies
• Follow up with customers to provide updates on application status and next steps
• Identify opportunities to cross-sell mortgage products and services

Qualifications

• Proven customer service experience in a financial services or mortgage industry environment
• Excellent verbal and written communication skills in English
• Strong problem-solving abilities and customer-focused mindset
• Proficiency with CRM software and Microsoft Office applications
• Solid understanding of mortgage products, processes, and lending terminology
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Attention to detail and accuracy in data entry and documentation
• Patience, empathy, and ability to remain calm under pressure
• Knowledge of financial regulations and compliance requirements
• Ability to work independently and as part of a collaborative team
• Sales orientation with the ability to identify customer needs

Additional Information

All your information will be kept confidential according to EEO guidelines.