Job
Description
As a Loan Customer Service Representative, your primary responsibility will be to handle inbound and outbound calls related to loans and subsidies. You will address customer inquiries regarding loan products, application processes, and status updates. It will be your duty to guide customers through the application process, including filling out forms and explaining required documentation. Additionally, you will assist customers in understanding eligibility criteria, interest rates, and loan terms. In case of complex issues, you will escalate them to higher authorities or specialized departments when necessary. Accurate input of customer information into the CRM system and maintaining detailed records of customer interactions, comments, and complaints will be crucial aspects of your role. Providing clear, concise, and accurate information to customers and keeping them informed about the status of their applications and any required actions will be essential. You will also gather customer feedback on products and services, report common issues, and suggestions to improve service quality. Collaboration with other departments, participation in team meetings and training sessions to stay updated on product knowledge and customer service techniques will be required. Utilizing call center software, customer relationship management (CRM) systems, and other relevant tools effectively will also be part of your responsibilities. To excel in this role, you should possess excellent verbal and written communication skills to interact effectively with customers. Additionally, you should have strong problem-solving skills, attention to detail, patience, and empathy to handle challenging customer interactions. Proficiency in using call center software and CRM systems, basic understanding of financial products, especially loans, and banking procedures will be beneficial. Meeting individual and team performance targets, including call handling time, customer satisfaction scores, and resolution rates is essential. Continuous improvement in service quality through feedback and training is encouraged.,
