Internal Auditor - Inter CA

Key Responsibilities:

1. Lead Generation Department:

 Audit tele-caller productivity and lead conversion effectiveness.

 Evaluate quality of customer interaction, adherence to fair practice, and compliance with

communication protocols.

 Identify training needs and recommend process improvements based on findings.

2. Credit Department:

 Perform daily audits of new loan disbursals – both manually and system-approved.

 Review manually approved repeat loans and sample declined loans to assess credit

decision quality.

 Monitor adherence to credit underwriting norms and documentation policies.

3. Collection Department:

 Monitor collection executives’ performance, call logs, and follow-ups, especially on PTP

commitments.

 Check real-time connectivity.

 Review agency collections, incentives, and audit collection efforts against delinquency

trends.

4. Customer Service Team:

 Evaluate resolution timelines, communication quality, and query closure processes.

 Audit interactions across email, call, and chat channels for service consistency and

compliance.

 Track escalations and identify areas of recurring customer dissatisfaction.

5. Grievance Redressal and Legal:

 Audit grievance redressal logs and track TAT for resolution.

 Review allocation and progress of legal cases, including proper documentation and timely

follow-ups.

 Ensure proper tagging and closure of customer grievances in line with regulatory

expectations.

6. Accounts and Finance:

 Review incentive calculation and disbursement processes for accuracy.

 Validate documentation of accounting entries related to customer refunds, penalties, and

reconciliations.

 Assist in cross-checking financial reporting inputs from an operational accuracy

standpoint.

7. Human Resources (HR):

 Audit onboarding, attendance, and process adherence as per SOP.

 Support audit of training programs and measure their effectiveness via operational audit

outcomes.

Skills & Competencies:

 Keen attention to detail with a strong analytical approach.

 Clear understanding of our company’s operations across customer lifecycle.

 Effective report writing and presentation skills.

 Proficiency in MS Excel, audit tools, and CRM systems.

 Strong interpersonal skills to coordinate across departments.