, Indiana

Home Preservation Specialist
Call Center
Process Associate

In the role of process associate, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.

Responsibilities may include but are not limited to:
  • Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model.
  • Minimize risk through consistent and accurate application of Bank, investor, insurer and regulatory guidelines in relation to default processes.
  • Provide guidance and direction to assist clients in completing their Mortgage Assistance Application
  • Notify and educate clients of all Investor /Insurer programs available while informing of the decision process.
  • Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) and auxiliary systems.
  • Monitor and perform frequent follow-up with clients to ensure the best execution of the appropriate workout.
  • Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes.
  • Enhance personal and professional growth through completion of mandatory training courses within the given timeframe, as well as voluntary training and education related to job function or areas of interest.

Location for this position is Indianapolis, IN.


  • High School Diploma or GED Equivalent
  • Previous Mortgage Single Point of Contact Experience
  • Experience in mortgage, banking, financial risk, audit or compliance
  • Knowledge of basic collection, mortgage servicing and default servicing concepts
  • Strong analytical and organizational skills with great attention to detail
  • Ability to grasp concepts quickly
  • Flexibility to adapt to frequently changing processes and procedures
  • Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
  • Understanding of Call Center telephony and technology
  • Customer focused interpersonal skills
  • Ability to multitask and prioritize issues
  • Communication Skills
Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

About Us
Infosys BPO Americas, LLC (IBA) headquartered in Atlanta GA, is a fully owned Mortgage BPO subsidiary of Infosys BPM Ltd. IBA aims to provide residential mortgage BPO services to third party financial institutions. Keeping in line with the success and the history of the parent, the Company will utilize its experienced leadership, robust technical and systems knowledge to drive innovation to financial institutions.

Backed by the stalwarts in BPO (Infosys BPM Ltd.) and Technology (Infosys Ltd.), IBA is positioned perfectly to help its partners achieve optimal results in the mortgage outsourcing space.

Infosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd, was established in April 2002. We offer integrated end-to-end transformative BPM services, and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy. We enable clients to navigate their digital journey, operating from 32 delivery centers across 16 countries. We employ over 43,360 people from over 100 nationalities, as of March, 2020.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like NASSCOM, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

, Indiana

Infosys was started in 1981 by seven people with $250. Today, we are a global leader in consulting, technology and outsourcing with revenues of $7.126 billion (LTM Q2 FY13). Many of the world’s most successful organizations rely on Infosys to deliver measurable business value. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow’s enterprise.

Our award-winning Infosys Labs and its breakthrough intellectual property can be leveraged as a co-creation engine to accelerate innovation across the enterprise.

Infosys pioneered the Global Delivery Model (GDM), based on the principle of taking work to the location where the best talent is available, where it makes the best economic sense, with the least amount of acceptable risk. Continued leadership around GDM enables Infosys to drive extraordinary efficiencies and free up clients’ resources for strategic transformation or innovation initiatives.

Infosys has a global footprint with 66 offices and 69 development centers in US, India, China, Australia, Japan, Middle East, UK, Germany, France, Switzerland, Netherlands, Poland, Canada and many other countries. Infosys and its subsidiaries have 153,761 employees as on Sep 30, 2012.

Infosys takes pride in building strategic long-term client relationships. 98.2% of our revenues come from existing customers (Q2 FY 13).

Infosys gives back to the community through the Infosys Foundation that funds learning and education.

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