[Solo Quedan 15h] Call Center Representative - Call Center, Full-time...

Job Title : Call Center Representative Skills : Call Center, customer service, Finance, Insurance

Experience : 1 Year

Job Location : Avenida Paseo de la Reforma 342, Juárez, Cuauhtémoc, 06600 Ciudad de México, CDMX, MX

Onsite role

We at Coforge are hiring Call Center Representative with the following skillset :

Requirements

~6–9 months of experience in a call center position (BFSI experience preferred).

~ Fluent in English – B2+ or C1 level.

~ Must live within 1.5 hours from the site.

~ Ability to work 10-hour shifts within the hours of operation (6 : 00 AM – 6 : 00 PM).

~ Comfortable with schedule : two 15-minute breaks and one 30-minute lunch .

~ Strong communication, problem-solving, and documentation skills.

~ Ability to manage escalations with professionalism and escalate to client when required.

1. Loss Draft Call Center

Manage customer support calls related to loss draft claims .

Update claim information and notate / document in client systems.

Upload loss draft documentation as needed.

Resolve borrower questions and concerns, escalating when necessary.

Report escalations and complaints in the client’s complaint tracking system (CCS).

2. Insurance Services Call Center

Handle borrower and agent calls regarding preferred insurance policies .

Strive for First Call Resolution (FCR) on incoming calls.

Update client systems with accurate information and upload documentation.

Resolve or escalate borrower questions and concerns in alignment with client procedures.

3. Mortgage Servicing Call Center

Provide support related to borrower mortgage servicing .

Update and maintain accurate records in the tracking system.

Resolve questions and concerns, escalating when necessary for additional research.