Chat Support Executive

Job Description – Chat Process Executive

Company: Turva Home Loan
Position: Chat Process Executive / Customer Engagement Executive
Department: Sales & Customer Engagement
Experience: Freshers & Experienced Candidates
Employment Type: Full-Time

About Turva Home Loan

Turva Home Loan is focused on making the home-loan journey simpler, more transparent, and customer-friendly.

Instead of customers having to approach multiple banks or lenders on their own, Turva helps customers understand their home-loan options, eligibility, documentation, and next steps through a guided consultation.

Role Overview

As a Chat Process Executive, you will be the first point of interaction with customers who show interest in home loans.

Your primary responsibility will be to:

• Engage with customers through chat.
• Understand their home-loan requirement.
• Collect basic information and qualify the customer.
• Explain the purpose and benefit of a Turva consultation.
• Obtain the customer's consent for a consultation.
• Schedule an appointment with the Home Loan Consultant.
• Ensure the customer is available at the confirmed date and time.
• Maintain accurate lead and conversation details in the CRM.

Important: This role is primarily focused on customer engagement, qualification, and appointment fixing. The detailed home-loan consultation is handled by the Home Loan Consultant through a virtual meeting.

Key Responsibilities1. Customer Engagement

• Respond to incoming customer chats promptly and professionally.
• Initiate conversations with interested customers.
• Understand why the customer is looking for a home loan.
• Maintain a polite, helpful, and professional tone throughout the conversation.

2. Requirement Understanding

Collect relevant basic information such as:

• Home-loan requirement
• Approximate loan amount
• Property status
• Employment/business profile
• Approximate monthly income
• Existing loan obligations, where relevant
• Preferred time for consultation

The objective is not to conduct the complete loan consultation on chat, but to understand the customer's requirement sufficiently to schedule the next step.

3. Explain Turva's Consultation

Clearly communicate that Turva's consultant will connect with the customer through a virtual consultation.

Explain that the consultation can help the customer understand:

• Home-loan eligibility
• Available loan options
• Approximate loan amount
• Interest-rate considerations
• Documentation requirements
• Application process
• Next steps based on the customer's profile

4. Appointment Fixing

Once the customer is interested:

• Take the customer's consent for a consultation.
• Offer suitable appointment slots.
• Confirm the date and time.
• Share the meeting details/process as per company SOP.
• Update the appointment information in the CRM.
• Ensure the lead is correctly handed over to the consultant.

5. Lead Management

• Update customer information accurately.
• Maintain proper chat and lead records.
• Categorize leads according to the defined process.
• Follow up with customers when required.
• Escalate important or unresolved queries to the appropriate team.

Customer Journey

Customer Enquiry → Chat Engagement → Requirement Understanding → Lead Qualification → Turva Introduction → Customer Consent → Appointment Fixing → Virtual Consultation → Consultant Follow-up

Skills Required

• Excellent written communication skills.
• Good English/Hindi communication.
• Strong typing skills.
• Customer-handling ability.
• Good listening and understanding skills.
• Ability to ask relevant questions.
• Persuasive but non-aggressive communication.
• Basic computer/CRM knowledge.
• Ability to handle multiple conversations.
• Target-oriented approach.

Preferred Candidate Profile

• 12th pass or Graduate.
• Freshers can apply.
• Prior experience in chat support, telecalling, BPO, customer service, sales, banking, or financial services will be an advantage.
• Candidates should be comfortable communicating with customers digitally.
• Candidates interested in sales/customer engagement are preferred.

Key Performance Indicators (KPIs)

Performance may be measured on:

• Number of chats handled.
• Chat response time.
• Lead qualification rate.
• Appointment conversion rate.
• Number of successful appointments fixed.
• Appointment show-up rate.
• Customer experience/quality score.
• CRM accuracy.
• Process adherence.

What This Role Is NOT

The Chat Process Executive is not expected to independently provide final loan approval, promise an interest rate, or make eligibility/approval commitments to the customer.

The executive's role is to understand the requirement, create confidence in the process, obtain consent, and successfully connect the customer with the Home Loan Consultant.

Ideal Candidate

We are looking for someone who can communicate confidently with customers, understand their needs quickly, build trust through chat, and guide the customer toward the next step without sounding overly sales-oriented.

The ideal approach is: Understand → Guide → Build Trust → Take Consent → Fix Appointment.

Pay: ₹10,000.00 - ₹34,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Paid time off

Work Location: In person