Telecalling Executive

Key Responsibilities

• Call and engage with customers who have visited our website/app/loan portal and shown interest in a personal loan.

• Understand the customer's requirement and explain the loan product, eligibility, process and key terms clearly.

• Follow up with customers who have started but not completed their loan application.

• Identify where customers are getting stuck in the application journey and assist them in completing the process.

• Help customers with basic issues related to:

• Loan application

• KYC/document submission

• Bank account verification

• Eligibility/application status

• Digital application process

• Proactively follow up with eligible customers to improve lead-to-application and application-to-disbursal conversion.

• Maintain regular follow-ups with leads through calls and appropriate digital communication.

• Handle inbound customer calls and resolve basic queries professionally.

• Explain loan-related information accurately without making misleading commitments or representations.

• Coordinate with internal operations/credit/customer support teams whenever an issue requires escalation.

• Maintain accurate records of calls, follow-ups, customer responses and lead status in the CRM/system.

• Meet assigned daily/weekly/monthly calling and conversion targets.

• Re-engage customers who previously showed interest but did not complete their loan journey.

• Provide a positive and professional customer experience throughout the application process.

• Follow all company policies, regulatory requirements and responsible lending/customer communication guidelines.

Candidate Profile

• 13 years of experience in telecalling, telesales, customer support, inside sales or preferably lending/fintech/NBFC/banking.
• Freshers with good communication skills and a strong sales orientation may also be considered.
• Good verbal communication skills in English and Hindi; Marathi would be an advantage.
• Comfortable speaking with customers over the phone for extended periods.
• Should have a sales-oriented and target-driven approach.
• Good listening and problem-solving skills.
• Should be patient and capable of handling customers who are confused, hesitant or facing difficulties during the application process.
• Basic computer skills and familiarity with CRM/lead-management systems.
• Prior experience with personal loans, digital lending or financial products will be preferred.