About this role

THIS IS A DUMMY JP. FOR DETAILS PLEASE CONTACT MX TA TEAM.

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM)

services. Firstsource specialises in helping customers stay ahead of the curve through transformational

solutions to reimagine business processes and deliver increased efficiency, deeper insights, and

superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the

US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering

complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial

Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Mortgage Customer Care Specialist

Job Type: Full Time

Grade: H2

Function/Department: Servicing

Reporting to: Team Leader -Operations

Pay Range: XXXXX

Role Description: Working under the direction of the Call Center Supervisor, the Customer

Service Representative plays a pivotal role in addressing incoming customer calls concerning

reverse mortgage products and servicing matters. As the initial and principal point of contact

for customers, the Customer Service Rep will route calls to appropriate service personnel for

comprehensive support and information. Building strong rapport with customers, responding

to fundamental inquiries, and ensuring the completion of requested documentation and

actions are key responsibilities aimed at delivering exceptional customer satisfaction.

Roles & Responsibilities

 Respond to internal, external, and Message Center calls promptly, meeting established

timelines to meet service level expectations regarding call handling time and calls per

hour.

 Offer information and expert assistance regarding reverse mortgage loans by swiftly

retrieving basic loan details and providing customers with accurate information.

 When required, guide and direct customers to specialized servicing personnel for more

specific needs (e.g., SPOCs).

 Accurately obtain and verify customer information.

 Foster customer relationships by actively listening and promptly resolving complaints

with precision and efficiency.

 Conduct research and follow up with customers in a timely manner, collaborating with

other mortgage associates to gather the necessary information.

 Follow up on escalated calls to ensure customer satisfaction.

2 © Firstsource Solutions Limited | September 8, 2026

 Patiently and courteously explain policies and procedures when necessary.

 Provide written responses to customer inquiries as required.

 Ensure appropriate handling of customer questions and concerns, escalating issues to the

next level when needed.

 Uphold the RMS Mission Statement.

 Maintain a high level of cooperation and rapport with all other company associates to

ensure accurate and efficient operations and service.

Expected/Key Results

 XXXXX

Preferred Educational Qualifications

 High School diploma or general education degree (GED) required, Bachelor’s Degree

preferred

Preferred Work Experience

 A minimum of 6 months to 1 year of customer service experience in a professional service

environment. This experience should ideally include work in a call center, where

patience, compassion, exceptional listening skills, and a deep understanding of our

customer base, such as in the medical or life insurance sector, were crucial.

 Customer service experience working with individuals aged 62 and older is highly

desirable.

 Prior experience in mortgage servicing is a preferred qualification.

 Previous experience in a call center setting is also preferred.

Competencies & Skills

 Maintain a consistently friendly, courteous, patient, respectful, compassionate, and

helpful professional demeanor when interacting with customers.

 Demonstrate excellent interpersonal skills, including appropriate telephone etiquette, as

well as strong listening and verbal communication abilities.

 Possess proficiency in using personal computers, the Internet, calculators, fax machines,

printers, and other office equipment.

 Exhibit effective time management skills, ensuring punctuality, on-site presence, and

regular attendance.

 Collaborate effectively with team members and colleagues in a cooperative manner.

 Deliver warm and attentive customer service, with the ability to adapt and address

customer inquiries and concerns effectively.

 Capable of multitasking and working independently, even in high-pressure environments.

 Be adaptable to rotating job tasks and managing multiple and changing priorities,

including prioritizing and following up on them.

 Demonstrate strong problem-solving skills.

 Ability to read and comprehend documents such as policy and procedure manuals, safety

guidelines, and operating and maintenance instructions.

 Capable of speaking effectively in front of groups of customers or organization

employees.

 Proficiency in basic mathematical functions, including addition, subtraction,

multiplication, and division using whole numbers, fractions, and decimals.