Lead Associate – Voice (US Mortgage Servicing/Collections)

Job Brief

We are seeking a Lead Associate for our Voice Process (US Mortgage Servicing/Collections). The candidate should possess excellent communication skills with a neutral accent and have prior experience handling inbound/outbound calls, preferably within US residential mortgage servicing or collections

Roles and Responsibilities

• Conduct end-to-end risk analysis of loan files.
• Handle inbound and outbound customer calls professionally.
• Engage with pre-generated leads, guiding them through the prequalification soft approval process.
• Consistently meet daily targets and service level agreements (SLAs).
• Stay updated on industry standards and guidelines to ensure compliance.
• Perform additional duties as assigned by Management.

Requirements

• Graduate in any discipline.
• 1 to 4 years of relevant experience in US call center processes.
• Experience in US mortgage servicing or collections is preferred.
• Strong verbal and written communication skills with a neutral accent.
• Attention to detail, high accuracy, and self-review capability.
• Ability to work under pressure, adapt to change, and function effectively in a team.
• Problem-solving and analytical skills to handle customer interactions efficiently.
• Proficiency in MS Office Suite.
• Typing speed of 25-30 WPM with at least 90% accuracy (preferred).
• Willingness to work in any shift as per business requirements.