Customer Service Representative

We are looking for a detail-oriented and customer-focused Customer Service Representative to join our financial services team. The primary responsibility of this role is to assist potential clients via phone and online channels by pre-qualifying them for loans. You will play a key role in guiding applicants through the process and ensuring a seamless customer experience.

Key Responsibilities:

Customer Engagement

:● Manage high-volume inbound and outbound calls in a professional and courteous manner.● Educate potential customers on loan products, eligibility, and the application process.● Build strong rapport and trust with customers.

Loan Pre-qualification:

● Collect and verify applicant information (e.g., income, employment status).● Use internal systems to assess preliminary eligibility.● Communicate pre-qualification results and next steps clearly.

Compliance and Documentation:

● Follow all company policies and regulatory guidelines.● Maintain confidentiality of customer data.● Log all interactions and updates accurately in the CRM system.

Support and Escalation:

● Address queries related to loan terms and repayment options.● Escalate or transfer customers to the relevant departments when required.

Performance Goals:

● Meet or exceed KPIs related to call volume, qualification rates, and customer satisfaction.Requirements

Candidate Requirements:

Education:

● High school diploma or equivalent required.● Degree in Finance, Business, or related field is a plus.

Skills and Competencies:

● Excellent verbal and written communication skills.● Strong interpersonal and customer-handling skills.● Basic understanding of financial services and loan concepts.● Proficiency in CRM tools and MS Office applications.

Experience:

● 1-4 years of experience in BPO, customer service, or a financial services environment.● Prior experience with U.S.-based customers is a plus.

Additional Requirements:

● Detail-oriented and organized.● Comfortable working in a fast-paced, high-volume setting.● Flexibility to work evening shifts and occasional weekends.Benefits

Benefits:

● Competitive salary and performance-based incentives.● On-the-job training and continuous learning opportunities.● Opportunity to grow within the financial services domain.