Call Center Executive

14 hours ago

Chennai Tamil Nadu, India AHAM Housing Finance Full time

Job Summary The Call Center Executive is responsible for handling inbound and outbound calls to assist customers with loan inquiries, application processes, and service-related concerns. They play a crucial role in lead generation, customer relationship management, and complaint resolution while ensuring high service quality and compliance with company policies. The role requires strong communication skills, problem-solving abilities, and a customer-centric approach to enhance satisfaction and drive business growth. Customer Inquiry Management - Handle inbound and outbound calls related to loan products, eligibility, application status, and repayment options. - Provide accurate information and resolve customer queries efficiently. Lead Generation & Conversion - Identify potential customers through telecalling and follow-ups. - Convert inquiries into loan applications by explaining benefits and features. Loan Processing Assistance - Guide customers on documentation, verification, and loan application submission. - Coordinate with internal teams for faster processing and approvals. Customer Relationship & Retention - Maintain positive relationships with existing customers for repeat business and referrals. - Provide proactive support for EMI payments, loan closure, and grievance resolution. Complaint Handling & Resolution - Address customer complaints and escalate unresolved issues to the concerned department. - Ensure timely resolution and maintain customer satisfaction. Cross-Selling & Upselling - Promote additional financial products such as home insurance, balance transfers, and top-up loans. - Educate customers about relevant financial solutions based on their needs. Data Management & Reporting - Maintain accurate call records, customer details, and feedback in CRM systems. - Prepare and submit periodic reports on call performance and customer interactions. Compliance & Quality Standards - Adhere to company policies, regulatory guidelines, and service quality benchmarks. - Ensure ethical selling practices and maintain call center performance standards. Requirement : Qualification: Minimum Graduate (Bachelor’s degree in any discipline preferred). Experience: 1-3 years of experience in a call center, tele calling, or customer service role (preferably in banking, NBFC, or housing finance). Industry Preference: Experience in financial services, housing loans, or mortgage lending is an advantage. Skills & Competencies - Communication Skills: Excellent verbal and written communication in Tamil, Hindi, and English. - Customer Service Orientation: Strong problem-solving and interpersonal skills to handle customer queries effectively. - Sales & Persuasion Skills: Ability to promote loan products, generate leads, and convert inquiries into applications. - Complaint Handling: Patience and conflict resolution skills to manage escalations and customer grievances. - Technical Knowledge: Basic knowledge of housing finance products, loan application processes, and EMI calculations. - CRM & Data Management: Familiarity with call center software, CRM tools, and MS Office. - Compliance & Ethics: Understanding of regulatory norms, KYC guidelines, and ethical sales practices.

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