Operations Specialist

Job Description

Operations Specialist

Location: Essen, Dortmund, and Dusseldorf, Germany

Type: Full-time Remote

Job Summary

The Operations Specialist is the highest-volume, most standardized role in the delivery model, forming the transactional backbone for both performing-loan servicing and early-stage (Intensivbetreuung-equivalent) collections outreach. This tier covers the bulk of repeatable, system-driven activity across the German mortgage lifecycle - from document intake through payment processing to early-arrears follow-up.

Responsibilities

• Process payments and reconcile accounts for existing serviced loans and Prolongation/Anschlussfinanzierung renewals
• Scan and OCR-extract incoming documents - Schufa reports, income evidence (Lohnabrechnungen), and notary/Grundbuch correspondence
• Deliver event-based alerts, including Zinsbindung-expiry triggers that feed the Anschlussfinanzierung outreach window and early-warning/covenant triggers
• Conduct first-line collections outreach for early-stage arrears (Stage 1-2, pre-Sanierung) accounts
• Provide Tier 1 borrower support for routine servicing inquiries (balances, statements, payment history)
• Maintain data entry accuracy across servicing and collections systems

Eligibility Requirements

• Deep mortgage domain expertise across Mortgage servicing and extension/renewal processes
• German language proficiency at B1-B2 level, sufficient for structured phone and written borrower interactions
• High data entry accuracy and comfort navigating multiple servicing/OCR systems
• Clear, professional phone communication skills for collections and Tier 1 support
• Ability to complete a structured four-week onboarding covering German mortgage product basics (Zinsbindung, Tilgung structures), platform systems, and customer-service standards
• Working awareness of GDPR/BDSG data-handling requirements when processing Schufa and income data
• Completed secondary education (Abitur, Realschulabschluss, or equivalent) plus relevant BPO/contact-center or back-office processing experience
• German B1-B2 certified proficiency
• Prior exposure to OCR/document-processing or servicing platforms preferred
• No banking degree required - this tier is designed for standardized, high-volume execution rather than credit judgment

#LI-Remote

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

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eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here