Customer Support Officer (CSO)

Job Summary

We are seeking a dedicated and detail-oriented Customer Service Officer (CSO) to manage customer interactions, document collection, profiling, and coordination for loan processing. The CSO will act as a key link between customers, internal teams, and bank officials to ensure smooth end-to-end processing of cases.

Key Responsibilities Lead Handling & Customer Interaction

• Make secondary calls to leads, collect required details, and explain the group formation process.
• Create WhatsApp groups, share call recordings, and add customers to the group.
• Send document checklists and maintain regular communication with customers.
• Handle primary calling whenever assigned by management or team leads.
• Meet customers or arrange meetings with management when required.
• Call customers after finalization and update them on case status.

Documentation & Profiling

• Create primary profiles and upload them to the drive.
• Follow up with customers to collect documents within timelines.
• Rename, sort, and upload documents to the drive properly.
• Update lead details in the profit centre with relevant links.
• Prepare secondary profiling including financial analysis, loan details, merits & challenges.
• Update profiles based on newly received documents.
• Prepare proposals and send them to customers when required.
• Collect payments from customers as needed.

Coordination & Follow-Up

• Coordinate with customers for PD (Personal Discussion) and technical valuation arranged by the bank.
• Follow up for pending documents required by credit and legal teams.
• Coordinate with Team Leader, Bank Finalisation Officer, and Bank Follow-Up Officer for case updates.
• Follow up with the Legal Officer for document checks and pending items.
• Send emails to the bank regarding documents during finalization and after login.
• Inform customers about sanction details including loan amount, tenure, charges, and conditions.
• Coordinate with customers for agreement signing before disbursement.

Reporting & Analysis

• Take credit reports of customers and prepare credit analysis reports.
• Update the profit centre daily with the status of each case.
• Ensure timely and accurate documentation for smooth loan processing.

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