About the role
- Customer Support: Handle inbound and outbound calls, emails, and chats to resolve customer queries regarding loan accounts, interest rates, and repayment schedules.
- Onboarding & KYC: Assist customers with documentation, basic verification, and KYC processes in accordance with RBI norms.
- Issue Escalation: Maintain precise logs of customer complaints in the CRM system and route complex issues to senior teams or the grievance redressal cell.
- Cross-Team Coordination: Collaborate with the sales, credit, and operations divisions to expedite issue resolution and maintain standard TAT.