Job Description

Job Summary

We are looking for a proactive and customer-focused

Customer Relationship & Lead Management Executive

to handle inbound/outbound calls, manage leads, coordinate with customers, assist in documentation, and support end-to-end loan processing. The ideal candidate must have strong communication skills, excellent follow-up abilities, and the ability to work efficiently with customers, banks, and internal teams.

Key ResponsibilitiesCustomer Interaction & Call Handling

Handle incoming customer calls and forward calls to management when required. Respond to customer enquiries received through two WhatsApp numbers. Provide accurate information regarding products and services. Contact leads generated by the digital marketing team, employees, and management. Handle BNI referrals and prepare testimonials for BNI members.

Lead Management & Reporting

Follow up with customers and update their status on the Google Sheet maintained by the digital marketing team. Maintain an Excel sheet recording names, numbers, incoming/outgoing calls, and share it regularly with the Deputy Manager. Update the number and source of leads received from Retail, SME, and Private Funding groups and identify qualified leads. Share qualified leads in respective groups with basic details.

Customer Onboarding & Documentation

Create WhatsApp groups for customers and share greetings and required document lists. Create customer folders on Google Drive and upload all received documents. Conduct primary profiling and financial analysis for salaried customers. Enter and update customer details in the Profit Centre. Update Profit Centre based on customer status and documentation progress. Follow up with customers to collect pending documents.

Loan Processing & Coordination

Take CIBIL reports when required. Update customer profiles upon receiving new documents. Handover files to the Bank Finalisation team. After finalisation, call customers and update them on their case status. Follow up via call and WhatsApp for documents required by credit/legal teams and for loan application inputs. Coordinate with customers for PD (Personal Discussion) and technical valuation scheduled by the bank. Inform customers about sanction details such as loan amount, tenure, charges, and conditions. Coordinate with customers for agreement signing before disbursement.

Internal Coordination & Communication

Coordinate with Team Leader, Bank Finalisation Officer, and Bank Follow-Up Officer regarding case updates. Follow up with the Legal Officer for legal document verification and pending issues. Send emails to banks regarding customer documents during and after finalisation.
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