Field Operations

Customer Interaction & Relationship Management

• Welcome and guide walk-in customers, addressing inquiries related to loan products, EMI schedules, interest rates, etc.
• Provide accurate information about loan terms, documents required, and application status.
• Maintain long-term relationships by following up on customer satisfaction and offering support post-loan disbursement.

Operational Support

• Assist in the collection and verification of customer documents for secured loans.
• Ensure complete and compliant documentation before forwarding to credit/operations teams.
• Handle customer requests for loan statements, pre-closure, and interest certificates.

Service Quality And Compliance

• Ensure adherence to all internal policies and regulatory guidelines (RBI/NBFC norms).
• Monitor TATs (Turnaround Times) for customer queries and resolution.
• Escalate unresolved issues or complaints to appropriate internal teams.

Reporting And Data Management

• Update customer interactions and service requests in CRM systems.

Maintain logs of complaints, feedback, and resolutions provided.