Call Center Executive - Tamil

Job Summary The Call Center Executive is responsible for handling inbound and outbound calls to assist customers with loan inquiries, application processes, and service-related concerns. They play a crucial role in lead generation, customer relationship management, and complaint resolution while ensuring high service quality and compliance with company policies. The role requires strong communication skills, problem-solving abilities, and a customer-centric approach to enhance satisfaction and drive business growth. Customer Inquiry Management • Handle inbound and outbound calls related to loan products, eligibility, application status, and repayment options. • Provide accurate information and resolve customer queries efficiently. Lead Generation & Conversion • Identify potential customers through telecalling and follow-ups. • Convert inquiries into loan applications by explaining benefits and features. Loan Processing Assistance • Guide customers on documentation, verification, and loan application submission. • Coordinate with internal teams for faster processing and approvals. Customer Relationship & Retention • Maintain positive relationships with existing customers for repeat business and referrals. • Provide proactive support for EMI payments, loan closure, and grievance resolution. Complaint Handling & Resolution • Address customer complaints and escalate unresolved issues to the concerned department. • Ensure timely resolution and maintain customer satisfaction. Cross-Selling & Upselling • Promote additional financial products such as home insurance, balance transfers, and top-up loans. • Educate customers about relevant financial solutions based on their needs. Data Management & Reporting • Maintain accurate call records, customer details, and feedback in CRM systems. • Prepare and submit periodic reports on call performance and customer interactions. Compliance & Quality Standards • Adhere to company policies, regulatory guidelines, and service quality benchmarks. • Ensure ethical selling practices and maintain call center performance standards. Requirement : Qualification: Minimum Graduate (Bachelor’s degree in any discipline preferred). Experience: 1-3 years of experience in a call center, tele calling, or customer service role (preferably in banking, NBFC, or housing finance). Industry Preference: Experience in financial services, housing loans, or mortgage lending is an advantage. Skills & Competencies • Communication Skills: Excellent verbal and written communication in Tamil, Hindi, and English. • Customer Service Orientation: Strong problem-solving and interpersonal skills to handle customer queries effectively. • Sales & Persuasion Skills: Ability to promote loan products, generate leads, and convert inquiries into applications. • Complaint Handling: Patience and conflict resolution skills to manage escalations and customer grievances. • Technical Knowledge: Basic knowledge of housing finance products, loan application processes, and EMI calculations. • CRM & Data Management: Familiarity with call center software, CRM tools, and MS Office. • Compliance & Ethics: Understanding of regulatory norms, KYC guidelines, and ethical sales practices.