Deputy Manager - Education Loan

Acquire and convert eligible Education Loan customers through compliant counselling, disciplined funnel management, complete documentation, coordinated fulfilment and active ownership of portfolio quality.

• Generate and manage leads from direct, referral, consultant, institution and partner channels.
• Counsel students and co-applicants on course, country, institution, funding requirement, repayment construct and documentation.
• Capture complete application data, customer consent and source attribution in approved systems.
• Collect and validate admission, academic, KYC, income, banking and collateral documents before login.
• Coordinate with Credit, Operations, Verification and partners to resolve queries and progress files within agreed service levels.
• Track the lead-to-login, login-to-sanction and sanction-to-disbursement funnel and record lost reasons and corrective actions.
• Communicate sanction terms, conditions and pending requirements accurately to customers.
• Maintain compliant selling, customer confidentiality, audit trails and approved communication standards.
• Support portfolio quality through appropriate sourcing, fraud vigilance and early issue escalation.
• Support portfolio quality and X-bucket management through pre-due and pre-bounce customer engagement, timely repayment reminders, follow-up on assigned overdue cases and escalation to the Sales Manager and Collections team.
• Execute assigned activities directly and maintain accurate system records.
• Escalate customer, documentation, fraud or repayment concerns promptly.

• Make day-to-day sales and customer-management decisions within approved policy, process, pricing and delegated authority.
• Prioritise and allocate customer follow-ups, including portfolio-quality and X-bucket actions, within the assigned scope.
• Escalate policy deviations, material customer impact, fraud indicators, persistent overdue cases and unresolved dependencies.
• Commercial, hiring and budget authorities are to be defined in the approved delegation matrix.
• Key interactions: Internal Sales, Product, Credit/Underwriting, Risk, Operations, RCU/Fraud Control, Collections, Compliance, Finance, Technology, HR and COE. External Students, co-applicants, universities, education consultants, DSAs, referral partners and other approved service providers.

• Balancing growth, customer experience, turnaround time and portfolio quality.
• Managing incomplete or inconsistent customer, academic and financial information.
• Driving timely customer engagement for pre-due, pre-bounce and overdue cases while following approved conduct standards.
• Coordinating Sales, Collections, Credit, Risk and Operations to address X-bucket and early-delinquency issues.

Graduate. Relevant customer-facing, lending or financial-services experience preferred.

• Education Loan customer counselling
• Sales execution and relationship management
• Portfolio-quality and X-bucket management awareness
• Customer repayment engagement and early-delinquency follow-up
• Understanding of academic, income and KYC documents
• CRM/LOS usage and MIS discipline
• Communication, negotiation and customer orientation
• Compliance, fraud and customer-conduct awareness
• Excel, presentation and business MIS capability