- Handle customer queries related to loan applications, EMIs, repayments, and account details through calls, chat, and email.
- Assist customers with the loan application and documentation process.
- Explain loan-related information such as loan amount, repayment schedule, EMI, due dates, and applicable charges clearly to customers.
- Follow up with customers regarding upcoming EMI payments and repayment-related issues.
- Help customers resolve common problems related to loan disbursement, repayment, refunds, and account updates.
- Coordinate with internal teams such as Credit, Operations, Collections, and Technology to resolve customer issues.
- Maintain accurate records of customer interactions, complaints, and resolutions in the company's system/CRM.
- Ensure customers receive a quick, polite, and professional response to their queries.
- Follow company policies and RBI/digital lending-related guidelines while communicating with customers.
- Focus on providing a positive customer experience and improving customer satisfaction and retention