Job Title: Team Leader - Sales Department: Customer service Grade: O3 IC/PM: People Manager About SMFG India: SMFG India Credit Co. Ltd. (Formerly Fullerton India Credit Co. Ltd.) is registered as an NBFC - Investment and Credit Company (NBFC-ICC) with the Reserve Bank of India and is a member of SMBC Group. SMFG India Credit started its India operations in 2007 and today is a leading NBFC with a Pan India presence. Our primary services constitute financing of SME for working capital and growth, loans for commercial vehicles and two-wheelers, home improvement loans, loans against property, personal loans, working capital loans for urban self-employed, loans for rural livelihood advancement, rural housing finance and financing of various rural micro enterprises. Job Overview This job role will require the incumbent to manage a team of executives to generate leads, promote personal Loan offers, and ensure successful conversion of customers. To play a crucial role in driving productivity, efficiency, and adherence to quality standards within the team. Key Roles & Responsibilities Oversee the execution of outcall campaigns and promotions to generate leads from customers interested in Personal Loans. Ensure all calls are accurately tagged in the dialler and Customer Relationship Management (CRM) system for efficient tracking and follow-up. Coach and mentor team members to deliver effective pitches, providing end-to-end information about Personal Loan offers and converting leads into customers. Ensure team members have a comprehensive understanding of Personal Loan products, including terms, conditions, and eligibility criteria, to effectively address customer inquiries and concerns. Guide team members in assisting customers through the documentation process required to avail a loan, ensuring clarity and accuracy. Maintain up-to-date knowledge of loan policies, procedures, and compliance standards, and ensure team members adhere to them at all times. Coordinate with branch staff for document collection and processing of loan applications, facilitating a smooth and timely loan disbursal process. Monitor and track customer follow-up activities to ensure timely resolution of concerns or queries, and successful loan disbursal. Ensure team members are informed about any special offers or promotions available to customers and coach them on maximizing conversion opportunities. Actively participate in training sessions to enhance team members' product knowledge and customer service skills, fostering continuous learning and improvement. Stay updated on changes in policies, regulations, and processes related to personal loans, and disseminate relevant information to the team. Set clear performance targets and KPIs for the team, monitor performance closely, and provide regular feedback and coaching to drive performance improvement. Experience Required (In Years) Minimum - 2-4 years in Customer service as well as team handling in sectors such as banking, insurance and financial services Qualification Required Graduate/post graduate in any stream For more details, do visit www.smfgindiacredit.com
