Job
Description
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 Job Description: Call Center Executive Page 2 of 2 Adhere to company policies, regulatory guidelines, and service quality benchmarks. Ensure ethical selling practices and maintain call center performance standards. Requirement : Qualification: Minimum Graduate (Bachelors 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.
