Customer Service Executive

Role & responsibilities

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Job Description: Customer Service Executive Vehicle Finance

Title: Customer Service Executive

Level: Executive

Department: Sales

Section: Vehicle Finance

Reports to: Sales Manager

Location: On-field role

Job Purpose

The Customer Service Executive is responsible for driving vehicle loan business by generating leads, managing customer relationships, coordinating with channel partners, and ensuring smooth loan processing. The role focuses on revenue generation, customer satisfaction, and dealer engagement.

Key Responsibilities

1. Lead Generation

* Generate leads through DSEs, channel partners, dealers, and open market activities

* Identify potential customers in the assigned territory

2. Customer Relationship Management

* Manage end to end customer interactions from lead stage to loan disbursement

* Explain product features, eligibility, documentation requirements, and address customer queries

* Cross sell relevant financial products

* Provide proactive support to customers and build long term trust

3. Dealer Relationship Management

* Maintain and strengthen working relationships with assigned dealers

* Ensure timely lead flow and coordination between dealers and internal teams

4. Deal Processing

* Collect and verify all pre sanction and post sanction documents

* Ensure accurate data entry on internal systems such as RSPM and SAGE

* Coordinate with operations and credit teams for smooth processing of loan applications

5. Internal Stakeholder Coordination

* Work closely with credit, operations, and sales teams to ensure timely disbursal

* Resolve documentation, verification, or compliance issues promptly

Key Performance Indicators (KPIs)

Vehicle Loan Units Disbursed

First EMI Resolution

RC Collection Timeliness

Eligibility Criteria

* Education: Any Graduate

* Age: Maximum 35 years

* Experience: 0 to 2 years, must have experience in Vehicle Loans or Vehicle Sales

* Driving License: Must have a valid Driving License or Learning License

* CIBIL Score: Minimum 650

* Two wheeler: Mandatory

* Comfortable with field work

Skills and Competencies

Functional Skills

* Strong communication and negotiation

* Understanding of vehicle finance and RTO processes

* Market and industry knowledge

* Basic analytical abilities

* Product knowledge in auto loans

Behavioral Competencies

* Customer centricity

* Execution excellence

* Learning mindset

* Ownership and responsibility

Hiring Parameters

* Must be comfortable with market visits and on field interactions

* Should have good knowledge of RTO processes

* Ability to manage dealer and customer relationships effectively

* Learner mindset and willingness to grow in sales function

* Valid bike and license mandatory

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