Customer Care Executive

Job Summary

We are looking for a proactive and customer-focused Customer Relationship & Lead Management Executive to handle inbound/outbound calls, manage leads, coordinate with customers, assist in documentation, and support end-to-end loan processing. The ideal candidate must have strong communication skills, excellent follow-up abilities, and the ability to work efficiently with customers, banks, and internal teams.

Key ResponsibilitiesCustomer Interaction & Call Handling

• Handle incoming customer calls and forward calls to management when required.
• Respond to customer enquiries received through two WhatsApp numbers.
• Provide accurate information regarding products and services.
• Contact leads generated by the digital marketing team, employees, and management.
• Handle BNI referrals and prepare testimonials for BNI members.

Lead Management & Reporting

• Follow up with customers and update their status on the Google Sheet maintained by the digital marketing team.
• Maintain an Excel sheet recording names, numbers, incoming/outgoing calls, and share it regularly with the Deputy Manager.
• Update the number and source of leads received from Retail, SME, and Private Funding groups and identify qualified leads.
• Share qualified leads in respective groups with basic details.

Customer Onboarding & Documentation

• Create WhatsApp groups for customers and share greetings and required document lists.
• Create customer folders on Google Drive and upload all received documents.
• Conduct primary profiling and financial analysis for salaried customers.
• Enter and update customer details in the Profit Centre.
• Update Profit Centre based on customer status and documentation progress.
• Follow up with customers to collect pending documents.

Loan Processing & Coordination

• Take CIBIL reports when required.
• Update customer profiles upon receiving new documents.
• Handover files to the Bank Finalisation team.
• After finalisation, call customers and update them on their case status.
• Follow up via call and WhatsApp for documents required by credit/legal teams and for loan application inputs.
• Coordinate with customers for PD (Personal Discussion) and technical valuation scheduled by the bank.
• Inform customers about sanction details such as loan amount, tenure, charges, and conditions.
• Coordinate with customers for agreement signing before disbursement.

Internal Coordination & Communication

• Coordinate with Team Leader, Bank Finalisation Officer, and Bank Follow-Up Officer regarding case updates.
• Follow up with the Legal Officer for legal document verification and pending issues.
• Send emails to banks regarding customer documents during and after finalisation.

Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement

Education:

• Bachelor's (Preferred)

Work Location: In person