US Mortgage Customer Support - Subject Matter Expert

SPE/SME

Reporting to: Team Leader

Objectives

Written Correspondence team will be responsible for researching written complaints and providing a written response addressing all issues identified in the complaint. The Complaints Resolution Specialist will be responsible for the thorough investigation and resolution of customer complaints with respect to the US Mortgage loans.

Key Result Areas (KRAs)

Productivity:

Ø Process associate is expected to meet or exceed the set / agreed target in a given timeframe, both during the training period and in the period following training.

Ø The productivity targets will be revised based on the tenure and any such changes will be made known to the associate.

Quality:

Ø Process associate is expected to meet and exceed the minimum quality benchmark according to the guidelines specified.

Ø The quality targets will be revised based on the tenure and any such changes will be made known to the associate.

Feedback:

Ø Process associate is expected to be open and receptive to feedback and should view the feedback mechanism as a tool for constant self-improvement and process development.

Key Responsibilities:

• Conduct detailed research on written complaints received from customers.
• Analyze the issues identified in the complaints and gather necessary information for resolution.
• Provide comprehensive written responses to customers, addressing all concerns raised in the complaints.
• Utilize critical thinking skills to evaluate the validity of complaints and to propose effective solutions.
• Collaborate with various departments to gather insights and information pertinent to the complaints.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Continuously improve the complaints handling process by identifying trends and recommending changes.

Qualification:

• Graduate/Diploma (3 year) in any discipline. Bachelor's degree in accounting or finance or related field would be preferable
• Proven experience in customer service or complaints handling.
• Strong critical thinking and problem-solving skills.
• Excellent written communication skills with the ability to convey complex information clearly and concisely.
• Proficiency in data analysis and research.
• Ability to work independently and exercise sound judgment.
• Good keyboard skills – Formal Training in Typing would be an added advantage. Typing speed of 40 wpm.
• Good customer service attitude.
• Stress tolerance - Ability to work accurately under pressure.
• Good Team Player
• Willingness to work in night shifts(8.30 pm IST to 6:30 am IST)

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents—from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital.

Other employment-related information

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.