Key Responsibilities
 Handle inbound and outbound calls related to loan servicing and customer support.
 Resolve customer queries regarding loan applications, disbursements, repayments, EMI
schedules, foreclosure, part-payment, account statements, and other loan-related services.
 Coordinate with internal teams (Operations, Collections, Credit, Finance, and
Technology) to ensure timely resolution of customer concerns.
 Record and update customer interactions accurately in the CRM/Loan Management
System.
 Respond to customer emails and service requests within the defined Turnaround Time
(TAT).
 Escalate unresolved or critical issues to the appropriate teams and ensure closure.
 Educate customers on loan products, repayment options, digital payment methods, and




company policies.
 Ensure compliance with RBI guidelines, internal policies, and customer service
standards.
 Maintain high levels of customer satisfaction through skilled and courteous
communication.
 Achieve service quality KPIs, including response time, first-call resolution, customer
satisfaction, and productivity targets.
 Assist customers with document requirements, account updates, and service requests.
 Maintain confidentiality of customer information and follow data privacy guidelines.

(Ref:www.freshersworld.com,freshersworld)

📌 Customer Service Associate (Mumbai)
🏢 Niyogin Fintech
📍 Mumbai