WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 11,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.
Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.
WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.
Job Description
Engage with bilingual (English and Spanish) customers through voice channels to address inquiries, concerns, and requests related to mortgage products, services, and account information
• Provide accurate and comprehensive information about mortgage options, interest rates, loan terms, and other relevant details to assist customers in making informed decisions
• Assist customers in navigating online platforms and self-service tools, guiding them through account setup, payments, document submission, and other activities
• Collaborate with internal teams to resolve complex customer issues; escalate cases as necessary
• Handle all interactions professionally, efficiently, and in compliance with company policies and industry regulations.
• Maintain detailed records of customer interactions, transactions, and inquiries using the company's CRM system
• Identify opportunities for upselling or cross-selling additional mortgage products and services based on customer needs
• Stay updated on industry trends, product updates, and company policies to provide accurate information to customers
• Participate in ongoing training to enhance product knowledge, communication skills, and customer service techniques
• Contribute to a positive team environment by sharing insights and best practices to improve overall customer satisfaction
Grade 12/Matric/High School Gr. in any field
• Prior 2+ years voice experience in proficient bilingual support is must
• Strong verbal and written communication skills; ability to understand and respond appropriately to complex situations
• Familiarity with mortgage products, loan terminology, and the home buying process is advantageous
• Excellent problem-solving skills with the ability to handle challenging customer situations with empathy
• Detail-oriented with high accuracy in data entry and documentation.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Flexibility to work various shifts, including evenings, weekends, and holidays as needed
• Proficiency in using CRM software and MS office
Benefits and Company Perks:
• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves
• Annual appraisal