Job Description

Job Summary
The Call Center Executive is responsible for handling inbound and outbound calls to assist customers with loan inquiries, application processes, and service-related concerns. They play a crucial role in lead generation, customer relationship management, and complaint resolution while ensuring high service quality and compliance with company policies. The role requires strong communication skills, problem-solving abilities, and a customer-centric approach to enhance satisfaction and drive business growth.
Customer Inquiry Management
o Handle inbound and outbound calls related to loan products, eligibility, application status, and repayment options.
o Provide accurate information and resolve customer queries efficiently.
Lead Generation & Conversion
o Identify potential customers through telecalling and follow-ups.
o Convert inquiries into loan applications by explaining benefits and features.
Loan Processing Assistance
o Guide customers on documentation, verification, and loan application submission.
o Coordinate with internal teams for faster processing and approvals.
Customer Relationship & Retention
o Maintain positive relationships with existing customers for repeat business and referrals.
o Provide proactive support for EMI payments, loan closure, and grievance resolution.
Complaint Handling & Resolution
o Address customer complaints and escalate unresolved issues to the concerned department.
o Ensure timely resolution and maintain customer satisfaction.
Cross-Selling & Upselling
o Promote additional financial products such as home insurance, balance transfers, and top-up loans.
o Educate customers about relevant financial solutions based on their needs.
Data Management & Reporting
o Maintain accurate call records, customer details, and feedback in CRM systems.
o Prepare and submit periodic reports on call performance and customer interactions.
Compliance & Quality Standards
o Adhere to company policies, regulatory guidelines, and service quality benchmarks.
o Ensure ethical selling practices and maintain call center performance standards.
Requirement :
Qualification: Minimum Graduate (Bachelor's degree in any discipline preferred).
Experience: 1-3 years of experience in a call center, tele calling, or customer service role (preferably in banking, NBFC, or housing finance).
Industry Preference: Experience in financial services, housing loans, or mortgage lending is an advantage.
Skills & Competencies
o Communication Skills: Excellent verbal and written communication in Tamil, Hindi, and English.
o Customer Service Orientation: Strong problem-solving and interpersonal skills to handle customer queries effectively.
o Sales & Persuasion Skills: Ability to promote loan products, generate leads, and convert inquiries into applications.
o Complaint Handling: Patience and conflict resolution skills to manage escalations and customer grievances.
o Technical Knowledge: Basic knowledge of housing finance products, loan application processes, and EMI calculations.
o CRM & Data Management: Familiarity with call center software, CRM tools, and MS Office.
o Compliance & Ethics: Understanding of regulatory norms, KYC guidelines, and ethical sales practices.