JOB DESCRIPTION
Job Title: Customer Service Executive (CSE)
Department: Direct Lending
1. JOB PURPOSE:
The CSE would be responsible for business development, operations management,
training, staff management for his branch. He would be reporting to the BH with skip
level reporting to RM. The CSE will be in a team comprising CSOs and MIS-officer in
the branch. He will be responsible for maintaining documentation and process check.
2. REPORTING TO: Branch Head
3. PRINCIPAL ACCOUNTABILITIES:
Accountabilities
Activities
1. CSE is to conduct timely appraisal for customers
Business Development and Monitoring
sourced by CSOs in respective villages.
2. CSE is required to ensure complete documents
are received from the customers before
processing an application.
3. CSE is required to check the customers CRIF
eligibility as per Credit Bureau check and conduct
appraisal of customers who are eligible as per CB
check.
4. CSE is required to conduct appraisal visit to
customers in one group at a time in one common
location.
5. CSE is required to conduct Appraisal for target
customers identified by CSOs. He/She is also
required to conduct house visits of every target
customer.
6. CSE should conduct the appraisal process for current
customers as per process given by HO.
7. CSE should propose a group of customers to BH
during BLC meeting for approval and
disbursement only if they are found to be eligible
during appraisal.
8. CSE is required to be present with the BH to
conduct Pre-disbursement visit for customers
and support the BH as required for completing
the disbursement process.
9. CSE is required to support the BH in collection
process as required.
10. The CSE would be accountable to do complete
documentation check of all applications
proposed by the CSO before client addition
process is completed.
11. CSE is required to consolidate collection entries
in CMS and tally the same with cash brought in to
the branch/deposit receipts brought in to the
branch.
12. CSE is required to conduct post-disbursement
visit of minimum of 25% of disbursed clients in
previous month and share the report to BH.

13. CSE is required to share the Work Plan and Work
Done to BH.
14. Do necessary implementations in CMS for doing
disbursement entries and other required work.
15.



Ensuring other work as directed by HO.

Customer
Addition
and
1. He/She is to support the BH and CSOs for
collection as per requirement.
Portfolio Management
2. He/She is to ensure that all collection entries are
updated on time as directed by HO.
3. He/She is to ensure that disbursement entries
marked in CMS by CSOs are correct without fault.
4. Follow up with branch staff and customers to
ensure collection for any pending collection from
default customers.
5. Identify proper customers through field visits and
interaction and appraisal.
6. Ensure that there is minimum dormancy in his
branch portfolio.
7. Ensure timely MIS sharing and data update to BH
and HO.
8. Ensure timely sharing of insurance related
documents to HO Insurance Department.
9. Conduct any customer addition process as
instructed by HO.
10. Regular follow-up on default customers through
CSOs and self-visit to ensure collection.
Business
Manpower management
Administration
and
1. Has to support BH for branch setup and
administrative requirements for the branch.
2. Support BH to consolidate and share the admin
data details as required from HO.
3. Support BH to Co-ordinate with Admin
department for resolving any branch asset
requirement.
4. Provide recommendation/approval towards
employee or branch related claims and
settlements.
Training and Process Review
MIS and Daily reporting
1. Provide a mentoring role to branch staff as
required.
2. Inform and educate staff about any change in
business process.
1. Support BH in preparing daily business MIS for his
branch and sharing the same to HO.
2. Follow-up with branch staff to ensure that on
daily basis data is entered in CMS for
disbursements, collection and remittance, etc.
3. Provide necessary support to his staff as
required.
4. Escalate necessary information to HO from
branch and vice-versa
Compliance and Quality development
1. Ensure quality parameters in his branch for loan




documentation.
2. Maintain process and documentation check as
guided by HO/Audit team.
3. Review with branch staff regarding any process
deviations observed and same to be shared with
HO.

4. Ensure process
implementation
to
reduce deviations.
People
Management
development
and Team
1. Co-ordinate with HR to raise any necessary
disciplinary action on required staff.
2. Responsible for upkeep of company vision and
best practices in his region.
3. Provide a mentoring role to all employees.
4. Conduct Training to employees as per directions
of HO.
*The above mentioned job role is subjected to changes on direction of HO as per business
requirement.
3. MAJOR CHALLENGES
Proper Identification of clients/ intermediaries
Quality appraisal and timely disbursal of credit
Ensuring timely recovery of loans.
Regular visits to the JLGs as per the work plan
Maintain transparency in the working of the JLGs.
Must be willing to travel extensively within the state.
4. INTERACTIONS
Internal Interaction
Branch Head
Regional Manager
Support staff at HO/ Regions
External Interactions
JLGs
Bankers
Field Officers of Local bodies and Government Departments
5.
PERFORMANCE EVALUATION Financial Dimensions
Growth in Business (credit disbursement and recovery, Overdue/ NPA position, New Business developed,
Repeat Loans disbursed.)
Other Dimensions(qualitative assessment)

Monitoring of the JLGs, pro-active initiatives (credit+ activities, identification of new business opportunities,
etc.).
Documentation process and audit compliance maintenance in the branch.
6.
SKILLS AND KNOWLEDGE Educational Qualifications
Graduates and above
Must be well-versed with local language and English.
Candidates must be comfortable to work with computer system.
Drivers License and Motorcycle is a must.
Experience
2 years experience with similar job profile with sufficient exposure to the field operations in
working with the target population in MFI
Knowledge of local language and willingness to travel extensively is mandatory.
Age Limit
Maximum age limit at 35 years. For candidates with relevant experience the same may be
extended.
Interested candidates may send your updated profiles to [email protected].

📌 Customer Service Executive (Ahmedabad)
🏢 Nabard Financial Services
📍 Ahmedabad