Job Summary
We are looking for a proactive and customer-focused Customer Relationship & Lead Management Executive to handle inbound/outbound calls, manage leads, coordinate with customers, assist in documentation, and support end-to-end loan processing. The ideal candidate must have strong communication skills, excellent follow-up abilities, and the ability to work efficiently with customers, banks, and internal teams.
Key ResponsibilitiesCustomer Interaction & Call Handling
- Handle incoming customer calls and forward calls to management when required.
- Respond to customer enquiries received through two WhatsApp numbers.
- Provide accurate information regarding products and services.
- Contact leads generated by the digital marketing team, employees, and management.
- Handle BNI referrals and prepare testimonials for BNI members.
Lead Management & Reporting
- Follow up with customers and update their status on the Google Sheet maintained by the digital marketing team.
- Maintain an Excel sheet recording names, numbers, incoming/outgoing calls, and share it regularly with the Deputy Manager.
- Update the number and source of leads received from Retail, SME, and Private Funding groups and identify qualified leads.
- Share qualified leads in respective groups with basic details.
Customer Onboarding & Documentation
- Create WhatsApp groups for customers and share greetings and required document lists.
- Create customer folders on Google Drive and upload all received documents.
- Conduct primary profiling and financial analysis for salaried customers.
- Enter and update customer details in the Profit Centre.
- Update Profit Centre based on customer status and documentation progress.
- Follow up with customers to collect pending documents.
Loan Processing & Coordination
- Take CIBIL reports when required.
- Update customer profiles upon receiving new documents.
- Handover files to the Bank Finalisation team.
- After finalisation, call customers and update them on their case status.
- Follow up via call and WhatsApp for documents required by credit/legal teams and for loan application inputs.
- Coordinate with customers for PD (Personal Discussion) and technical valuation scheduled by the bank.
- Inform customers about sanction details such as loan amount, tenure, charges, and conditions.
- Coordinate with customers for agreement signing before disbursement.
Internal Coordination & Communication
- Coordinate with Team Leader, Bank Finalisation Officer, and Bank Follow-Up Officer regarding case updates.
- Follow up with the Legal Officer for legal document verification and pending issues.
- Send emails to banks regarding customer documents during and after finalisation.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
Education:
Work Location: In person
