Customer Service Executive

Role & responsibilities

Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.

• Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.
• Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure.
• Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.
• Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.
• Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.
• Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.
• Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.
• Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.
• Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.
• Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.

Preferred candidate profile

Good English Communication Skills ((verbal and written).

1 yr of English voice process experience

Call center experience is mandatory

Perks and benefits

2 way cab facility with no additional deductions

medical insurance for self + 3 dependents

Incentives