Roles & Responsibilities:-

- Handle inbound and outbound calls related to loans and subsidies

- Address customer inquiries regarding loan products, application processes, status updates

- Guide customers through the application process, including filling out forms and explaining required documentation.

- Assist customers in understanding eligibility criteria, interest rates, and loan terms.

- Escalate complex issues to higher authorities or specialized departments when necessary.

- Accurately input customer information into the CRM system

- Maintain detailed records of customer interactions, comments, and complaints.

- Provide clear, concise, and accurate information to customers.

- Keep customers informed about the status of their applications and any required actions

- Gather customer feedback on products and services

- Report common issues and suggestions to improve service quality

- Work closely with other departments

- Participate in team meetings and training sessions to stay updated on product knowledge and customer service techniques

- Utilize call center software, customer relationship management (CRM) systems, and other relevant tools effectively

- Meet individual and team performance targets, including call handling time, customer satisfaction scores, and resolution rates

- Continuously improve service quality through feedback and training.

Skills and Qualifications:

Communication Skills: Excellent verbal and written communication skills to interact effectively with customers

Problem-Solving Skills: Ability to analyze issues and find solutions efficiently.

Attention to Detail: Accuracy in data entry and documentation.

Patience and Empathy: Ability to handle challenging customer interactions with patience and empathy.

Technical Skills: Proficiency in using call center software and CRM systems.

Financial Knowledge: Basic understanding of financial products, especially loans, and banking procedures.