Customer Care Executive

Job Description (JD)Job Title: Customer Relationship Management (CRM) – Borrower AuditDepartment: CRM / Audit Coordination

Job Summary:

The CRM – Borrower Audit is responsible for coordinating with banks, borrowers, and internal audit teams to ensure smooth execution of credit monitoring audits. The role focuses on case tracking, timely follow-ups, audit scheduling, and MIS reporting, ensuring adherence to TAT and high-quality service delivery. The position acts as a key coordination link between all stakeholders.

Key Responsibilities (JD):1. Bank & Client Coordination

Coordinate with banks for:

Allocation of audit cases

Clarifications and communication

Act as a single point of contact for borrowers and banks.

Ensure smooth communication flow between all stakeholders.

Billing Follow-up:

Track all invoices raised to banks/customers.

* Conduct regular follow-ups for payment realization.

* Coordinate with clients/accounts teams for payment status.

* Maintain billing follow-up tracker (invoice-wise ageing).

* Highlight overdue payments and escalate where required.

* Ensure closure of outstanding receivables within defined timelines.

2. Audit Scheduling & Execution

Coordinate for:

Fixation of audits

Auditor assignment

Timely completion of audits

Ensure proper planning and scheduling of audit activities.

3. Follow-up & Case Management

Regular follow-up with:

Borrowers for data submission

Internal teams/auditors for completion

Track each case from initiation to submission.

Ensure no delays in audit execution.

4. MIS & Reporting

Prepare and share:

Daily / Weekly audit status MIS

Pending cases and escalation reports

Ensure accurate and timely submission of MIS to management and banks.

5. TAT Monitoring

Monitor Turnaround Time (TAT) for all audit cases.

Highlight overdue cases with reasons.

Ensure adherence to timelines set by banks.

6. Escalation Management

Identify delays or bottlenecks in:

Data collection

Audit execution

Escalate issues to:

Central Audit Manager

Partners (if required)

7. Documentation & Record Management

Maintain proper records of:

Audit cases

Communication with banks/borrowers

Reports submitted

Ensure proper documentation for audit trail and future reference.

8. Internal Coordination

Coordinate with:

SDPA team

Auditors

Ensure alignment between internal teams and external requirements

Pay: ₹15,000.00 - ₹22,000.00 per month

Benefits:

• Internet reimbursement
• Provident Fund

Work Location: In person