Company: Loan2grow Fincap Private Limited
Department: Operations – Customer Servicing
Designation: Customer Operations Executive
Location: Gurugram, Haryana
Reporting to: Head of Operations
Employment Type: Full-time, office-based

1. About the Role

Loan2grow Fincap Private Limited is looking for a Customer Operations Executive to manage customer communication and follow-ups for loan agreements, eNACH registration, onboarding formalities and routine EMI servicing across its lending products.

The role will ensure that customers receive timely assistance in completing loan formalities, understand their repayment obligations and receive reminders and support throughout the loan lifecycle.

The position requires strong communication skills, disciplined follow-up, customer empathy and accurate record-keeping. The candidate will work closely with the Operations, KYC, Documentation and Finance teams.

2. Key Responsibilities

A. Loan Agreement Follow-up

- Contact customers to facilitate the completion and execution of loan agreements and other required formalities.
- Explain documentation requirements and guide customers through the approved process.
- Follow up on pending signatures, declarations, confirmations and other customer-dependent actions.
- Record customer responses, pending items, expected completion dates and next follow-up actions in the designated system.
- Coordinate with team when documentation is incomplete, incorrect or requires verification.

B. eNACH / Repayment Mandate Follow-up

- Guide customers through eNACH, NACH or other approved electronic repayment mandate registration processes.
- Follow up on pending, rejected or unsuccessful mandate registrations.
- Help customers navigate registration links and routine technical issues, escalating unresolved problems to the appropriate team.
- Track customer actions and update the system with the latest follow-up status.
- Coordinate with team, who is responsible for verifying mandate completion and ensuring that the correct status and supporting evidence are recorded in the loan system.

C. Customer Handholding & Servicing

- Act as a point of contact for routine customer queries relating to loan formalities, repayment schedules, EMI due dates and approved payment channels.
- Make outbound calls and follow up through company-approved communication channels.
- Explain processes patiently to customers with varying levels of digital literacy.
- Resolve routine queries and route credit, account reconciliation, policy exceptions and grievances to the designated team.
- Maintain skilled, respectful and customer-friendly communication.





D. Routine EMI Reminders & Payment Follow-up

- Contact customers with reminders ahead of EMI due dates and on the due date, following the approved reminder calendar.
- Follow up on routine payment delays and failed transactions.
- Guide customers towards approved repayment methods and escalate unresolved payment or reconciliation issues.
- Record payment-related conversations, customer commitments and next actions.
- Transfer overdue accounts meeting the company’s approved collections escalation criteria to the designated collections owner.

This role focuses on routine servicing and preventive reminders. It does not independently approve payment concessions, waive charges, restructure loans or make credit decisions.

E. Coordination & MIS

- Maintain accurate call logs, customer interaction records and follow-up trackers linked to the relevant loan/application ID.
- Track pending agreements, eNACH actions, unsuccessful contact attempts, EMI reminder coverage and customer service issues.
- Share daily updates and weekly status reports with the Head of Operations.
- Coordinate with team for documentation and mandate verification, for KYC/onboarding gaps, and Finance for payment-related queries.
- Ensure every pending case has a clear next action, follow-up date and responsible owner.

3. Qualifications & Experience

- Graduate in any discipline.
- Approximately 1–3 years of experience in customer support, telecalling, loan operations, banking, NBFCs, fintech or repayment servicing.
- Fresh graduates with strong communication skills and a willingness to learn may also be considered.
- Basic proficiency in MS Excel, Google Sheets, email and customer management systems.
- Prior experience with loan agreements, eNACH/NACH mandates, EMI reminders or digital lending operations will be an advantage.

4. Required Skills

- Strong verbal communication and telephone etiquette.
- Patience and the ability to explain digital processes clearly.
- Disciplined follow-up and time management.
- Attention to detail and accurate data entry.
- Ability to manage multiple customer cases and meet timelines.
- Problem-solving, coordination and escalation skills.
- Professional conduct,



confidentiality and sensitivity to customer information.

5. Key Performance Indicators

Performance will be assessed against agreed targets, including:

- Timely follow-up on pending loan agreements.
- eNACH/NACH follow-up completion and reduction in customer-action pendency.
- Coverage and timeliness of scheduled EMI reminders.
- Resolution or escalation of failed-payment cases within defined timelines.
- Accuracy and completeness of call logs and customer interaction records.
- Customer query handling and service quality.
- Compliance with approved communication, privacy and customer-protection procedures.

Targets will be established based on product mix, customer volumes and operational service-level requirements. Customer contact attempts alone will not be treated as proof of agreement or mandate completion.

6. Working Conditions

- Full-time, office-based position in Gurugram, Haryana.
- Regular coordination with internal teams and, where applicable, institutional or platform partners.
- Work schedules and customer-contact timings will follow company policy and applicable requirements.
- Working Days - Monday to Saturday

7. Application Process

Interested candidates should share their updated CV along with current compensation, expected compensation, notice period and relevant experience in customer servicing, telecalling or lending operations.

Loan2grow Fincap Private Limited seeks candidates who demonstrate customer empathy, reliability, accuracy and accountability.

Pay: ₹10,000.00 - ₹25,000.00 per month

Application Question(s):

- Are you comfortable working full-time from our Gurugram office?
- How many years of experience do you have in customer support, telecalling, loan operations, banking, NBFC or fintech?
- Have you handled outbound customer calls for documentation, onboarding, payment reminders or service follow-ups?
- Do you have experience with loan agreements, eNACH/NACH mandates, EMI reminders or repayment follow-up?
- How comfortable are you with Excel/Google Sheets and updating customer follow-up trackers?
- A customer says they completed eNACH, but the loan system still shows the mandate as pending. What would you do?
- You have 40 customers with pending agreements or eNACH mandates and several EMI reminders due today. How would you prioritize your work?
- Are you comfortable making repeated, professional follow-up calls and recording each outcome in a system?
- What is your current monthly salary, expected monthly salary and notice period?
- When can you join if selected?

Work Location: In person

📌 Customer Operations Executive – Loan Agreements, eNACH & EMI Servicing (Gurugram)
🏢 Loan2grow Fincap
📍 Gurugram