- Resolve customer queries regarding loan status, repayment schedule, interest, charges, and foreclosure
- Assist customers with payment issues, EMI clarifications, and account updates
- Coordinate with credit, collections, and operations teams for issue resolution
- Maintain accurate records of customer interactions in CRM/LMS systems
- Follow up on pending cases to ensure timely resolution
- Provide excellent customer experience and maintain service quality standards
- Escalate complex cases to the concerned department when required