The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and skilled judgment.
JOB FUNCTION AND RESPONSIBILITIES:
Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.
- Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.
- Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure.
- Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.
- Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.
- Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.
- Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.
- Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.
- Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.
- Exercise discretion within defined governance frameworks and represent the organization in cu
📌 Customer Care Center (Mumbai)
🏢 ADVISEBEE INNOVATIONS PRIVATE
📍 Mumbai
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