Key Responsibilities:
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Customer Interaction:
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Make outbound calls to clients whose loan terms have been approved by the Credit Team or DS Model.
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Engage clients in discussions about loan terms, including loan amount, interest rate, tenure, processing fees, Document charges, insurance charges, and cross-sell products.
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Negotiate loan terms, handle client queries, and convince them to proceed with the loan.
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Seek approval from management in case of any changes in the interest rate, processing fees, insurance charges or cross-sell.
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Take client acceptance via email / OTP based acceptance / VERLOOP acceptance for the offered loan terms.
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Documentation & Verification:
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Collect and verify individual and business KYC details, along with relevant banking and financial documents from the client.
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Ensure client names are checked against banking records,BRP, PAN, and other OVDs.
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Collect references from the client.
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Do the bank account verification by Penny Drop process.
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Inform clients about the next steps in the loan process, including VKYC process, loan agreement signing, PDC, and agent visits for agreement signing and FI.
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Fill the Doc details page as per the client and application.
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Check all the relevant information is filled in the application, as per Lender requirements.
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Collect 2nd BRP / Udhyam Aadhar for all cases.
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Collaboration & Move the Application Ahead:
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Once all documents and verifications are in place, transfer the case to the Agreement team for loan agreement generation.
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In case of discrepancies or missing information, follow up with clients to gather necessary documents and resolve ASK.
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Target Achievement:
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Meet and exceed monthly sales targets.
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Ensure high-quality customer interactions while adhering to company guidelines and protocols.
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Customer Satisfaction:
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Provide clear and transparent communication to clients about the loan process, ensuring they are well-informed at every stage.
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Strive for excellent customer service, aiming to enhance the overall customer experience.
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Qualifications & Skills:
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Education:
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Graduation in any stream.
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Experience:
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1-2 years of experience in customer service, tele-calling, or any client-facing role is preferred.
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Experience in the loan/financial services industry is a plus.
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Skills:
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Strong verbal communication and negotiation skills.
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Ability to build rapport and effectively engage with customers.
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Attention to detail and excellent organizational skills.
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Ability to work under pressure and meet monthly targets.
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Proficiency in using MS Office tools (Excel, Word) and basic CRM systems.
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Behavioral Attributes:
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Customer-focused with a problem-solving mindset.
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Ability to multitask and prioritize effectively.
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A goal-oriented, self-motivated individual who thrives in a team environment.
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