DotPe | Sales Team Lead | gurugram
1 week ago
About the Role:
As the Inbound Team Leader for the Loan Department, you will play a crucial role in managing a team and responsible for handling inbound loan inquiries, applications, and processing. You will be responsible for ensuring that our team delivers outstanding customer service while meeting performance targets and adhering to company policies and procedures.
Key Responsibilities:
- Team Leadership: Lead, mentor, and manage the inbound calling team, fostering a high-performance culture and ensuring team goals align with organisational objectives
- Performance Management: Set ambitious yet achievable performance targets for the team, continuously monitoring performance metrics, and implementing strategies to optimise productivity and customer satisfaction.
- Training and Development: Develop comprehensive training programs to enhance the skills and knowledge of team members, ensuring they are equipped to handle complex loan inquiries and transactions effectively.
- Workflow Optimization: Streamline workflows and processes to maximise efficiency and minimise turnaround times for loan processing, effectively managing inbound call queues and resource allocation.
- Issue Resolution and Escalation: Act as a point of escalation for escalated customer inquiries or issues, leveraging your expertise to provide timely and effective resolution while upholding customer satisfaction.
- Reporting and Analysis: Generate insightful reports on team performance, call volumes, and key metrics, leveraging data-driven insights to identify trends, opportunities, and areas for improvement.
- Collaboration and Cross-Functional Alignment: Collaborate closely with cross-functional teams, including Sales, Underwriting, and Compliance, to streamline processes, address customer needs, and drive continuous improvement initiatives.
Qualifications:
- Bachelor's degree in Business Administration, Finance, Fintech, or related field.
- Minimum of 5- 6 years of experience in a leadership or supervisory role within the financial services industry, with a focus on loan management or customer service.
- Proven track record of success in driving performance and delivering results within a fast-paced and dynamic environment.
- In-depth understanding of loan products, processes, and regulatory requirements.
- Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and motivate team members.
- Strong analytical and problem-solving abilities, with a keen eye for detail and a data-driven approach to decision-making.
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