Infosys BPM Ltd Looking for TRUIST – Senior Process Associate – Customer Service Full Time

In the role of senior process associate, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.

Responsibilities may include but are not limited to:

• Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model.
• Minimize risk through consistent and accurate application of Bank, investor, insurer and regulatory guidelines in relation to default processes.
• Provide guidance and direction to assist clients in completing their Mortgage Assistance Application
• Notify and educate clients of all Investor /Insurer programs available while informing of the decision process.
• Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) and auxiliary systems.
• Monitor and perform frequent follow-up with clients to ensure the best execution of the appropriate workout.
• Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes.
• Enhance personal and professional growth through completion of mandatory training courses within the given timeframe, as well as voluntary training and education related to job function or areas of interest.

Qualifications
Basic

• High School Diploma or GED Equivalent
• One year of relevant experience

Preferred

• Previous Mortgage Single Point of Contact Experience
• Experience in mortgage, banking, financial risk, audit or compliance
• Knowledge of basic collection, mortgage servicing and default servicing concepts
• Strong analytical and organizational skills with great attention to detail
• Ability to grasp concepts quickly
• Flexibility to adapt to frequently changing processes and procedures
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Understanding of Call Center telephony and technology
• Customer focused interpersonal skills
• Ability to multitask and prioritize issues
• Communication Skills