Assistant Manager

2 days ago

Mumbai, Maharashtra, India Incred Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities

  • Reach out to applicants and co-applicants whose Education Loan EMIs are scheduled to begin.
  • Clearly explain the EMI structure, including the difference between current instalment types (e.g., simple interest, partial interest) and full EMI schedules.
  • Address borrower queries and provide clarity on repayment expectations and timelines.
  • Handle requests for EMI deferrals from customers unable to commence payments due to valid reasons.
  • Process deferral cases in line with RBI, IBA guidelines, and internal policy frameworks.
  • Ensure proper documentation and approval flow for each case
  • Regular follow-ups and communication via phone and email with borrowers regarding EMI status, deferrals, and repayment reminders.
  • Maintain a professional, empathetic tone in all customer interactions to ensure a positive borrower experience
  • Execute planned call-outs to assigned customer portfolios for EMI tracking and coordination.
  • Prior telecalling or customer service experience will be considered a strong advantage
  • Prepare and manage daily, weekly, and monthly MIS reports related to EMI collections, deferral status, and customer responses.
  • Ensure accuracy and timely submission of reports to internal stakeholders.
  • Liaise with internal departments such as Credit, Collections, Legal, and Customer Service to ensure smooth operations and resolution of customer concerns.
  • Support process improvement initiatives and contribute to operational excellence.

Preferred candidate profile

  • The ideal candidate should have 2-4 years of experience in loan operations or customer service, preferably within the financial services or NBFC sector.
  • Strong communication skills, comfort with telecalling, and a good understanding of EMI structures and deferral processes are essential.
  • Proficiency in MIS reporting and cross-functional coordination will be an added advantage.

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