Assistant Manager - Portfolio Operations - (Education Loans)

Role & responsibilities

• Reach out to applicants and co-applicants whose Education Loan EMIs are scheduled to begin.
• Clearly explain the EMI structure, including the difference between current instalment types (e.g., simple interest, partial interest) and full EMI schedules.
• Address borrower queries and provide clarity on repayment expectations and timelines.
• Handle requests for EMI deferrals from customers unable to commence payments due to valid reasons.
• Process deferral cases in line with RBI, IBA guidelines, and internal policy frameworks.
• Ensure proper documentation and approval flow for each case
• Regular follow-ups and communication via phone and email with borrowers regarding EMI status, deferrals, and repayment reminders.
• Maintain a professional, empathetic tone in all customer interactions to ensure a positive borrower experience
• Execute planned call-outs to assigned customer portfolios for EMI tracking and coordination.
• Prior telecalling or customer service experience will be considered a strong advantage
• Prepare and manage daily, weekly, and monthly MIS reports related to EMI collections, deferral status, and customer responses.
• Ensure accuracy and timely submission of reports to internal stakeholders.
• Liaise with internal departments such as Credit, Collections, Legal, and Customer Service to ensure smooth operations and resolution of customer concerns.
• Support process improvement initiatives and contribute to operational excellence.

Preferred candidate profile

• The ideal candidate should have 2-4 years of experience in loan operations or customer service, preferably within the financial services or NBFC sector.
• Strong communication skills, comfort with telecalling, and a good understanding of EMI structures and deferral processes are essential.
• Proficiency in MIS reporting and cross-functional coordination will be an added advantage.