Customer Interaction & Relationship Management:

· Welcome and guide walk-in customers, addressing inquiries related to loan products, EMI schedules, interest rates, etc.

· Provide accurate information about loan terms, documents required, and application status.

· Maintain long-term relationships by following up on customer satisfaction and offering support post-loan disbursement.

Operational Support:

· Assist in the collection and verification of customer documents for secured loans.

· Ensure complete and compliant documentation before forwarding to credit/operations teams.

· Handle customer requests for loan statements, pre-closure, and interest certificates.

Service Quality and Compliance:

· Ensure adherence to all internal policies and regulatory guidelines (RBI/NBFC norms).

· Monitor TATs (Turnaround Times) for customer queries and resolution.

· Escalate unresolved issues or complaints to appropriate internal teams.

Reporting and Data Management:

· Update customer interactions and service requests in CRM systems.

Maintain logs of complaints, feedback, and resolutions provided.