Lead day-to-day call center operations, ensuring accurate, efficient service delivery in alignment with client SLAs and campaign expectations Collaborate cross-functionally with quality, training, workforce, recruitment, and IT teams to execute strategies that drive operational and performance outcomes Monitor team performance and real-time metrics (e.g, service levels, adherence, FCR, transfer rates), and lead coaching, feedback, and escalation processes to optimize results Maintain technology uptime and reliability by coordinating with IT and system support teams on CRM platforms, telephony systems, and contact center tools Produce accurate performance reports, summaries, and presentations, supporting internal reviews and client reporting with professionalism and insight Track and analyze KPIs regularly, identifying trends, performance gaps, and process inefficiencies; implement timely corrective actions to stay on target Serve as the main liaison with the client, ensuring expectations are understood, communicated effectively to teams, and operationalized consistently Stay current with industry regulations and technology trends to inform process improvements and ensure compliance in a regulated financial services environment Participate in key client engagements, including MBRs, calibration sessions, and operational reviews, ensuring follow-through on commitments and continuous improvement Promote a culture of inclusion, equity, and respect, upholding diversity across gender, caste, religion, and backgrounds while fostering a collaborative team environment
We are seeking a detail-oriented and customer-focused Customer Service Representative to join our financial services team. In this role, you will assist potential clients online and over the phone by pre-qualifying them for a loan and transferring successful applicants for loan funding to the appropriate department. Your primary goal will be to provide excellent service, assess customer eligibility, and efficiently guide them through the loan prequalification process. Key Responsibilities: 1. Customer Engagement: Handle a high volume of inbound and outbound calls with potential loan applicants in an efficient, professional and courteous manner. Provide detailed information about the loan product, eligibility criteria, and the application process. Build trust and rapport with customers to create a positive experience. 2. Loan Prequalification: Collect and verify applicant information, including income, employment status, and other relevant details. Use company tools and systems to determine initial loan eligibility. Clearly communicate prequalification results to customers and explain next steps. 3. Compliance and Accuracy: Ensure all communications and processes adhere to company policies and best practices. Maintain strict confidentiality of customer information in accordance with company policies. Accurately document interactions and outcomes in the CRM system. 4.Support and Guidance: Address customer concerns or questions related to loan terms and repayment options. Transfer or escalate customers to the appropriate departments for further assistance if needed. 5. Performance Metrics: Meet or exceed individual and team goals for call handling, prequalification success rates, and customer satisfaction. Requirements: Educational Qualifications: High school diploma or equivalent; college degree in finance, business, or a related field is a plus. Skills and Abilities: 1. Excellent communication and interpersonal skills. 2. Strong problem-solving and decision-making abilities. 3. Familiarity with financial concepts and loan terminology. 4. Proficiency in using CRM systems and financial software. Experience: Previous BPO experience in customer service, sales or financial services role is preferred. Basic experience working with U.S. customers is an advantage. Other Qualities: 1. Detail-oriented with strong organizational skills. 2. Ability to work in a fast-paced environment and adapt to changing priorities. 3. Availability to work evenings and occasionally weekends.