Customer Care Executive

1 - 31 years

1 Lacs

salt lake city kolkata/calcutta region

Posted:15 hours ago| Platform: Apna logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Handle inbound and outbound calls, chats, and emails related to loan applications, repayments, and general inquiries. Assist customers in understanding loan products, application status, EMI schedules, repayment methods, and digital platforms. Resolve customer complaints, service requests, and escalations within defined TATs (Turnaround Times). Guide customers in using mobile app/website for loan services, repayment options, and documentation upload. Coordinate with internal teams (credit, collections, operations, and technical support) for customer issue resolution. Ensure compliance with company policies, data privacy, and RBI/industry guidelines while handling customer data. Maintain detailed records of customer interactions in CRM systems. Share customer feedback and insights with the product and operations teams for process improvements. Meet defined KPIs such as customer satisfaction, first call resolution (FCR), response time, and quality scores.

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