Customer Service Manager

Roles & Responsibilities:

1. Customer Assistance:
   
• Address customer queries related to Home Loan and LAP products, including interest rates, eligibility, repayment schedules, and documentation requirements.
• Provide timely and accurate information to customers via phone, email, or in-person interactions.
• Assist in the end-to-end loan process, including application, disbursement, and closure.
2. Customer Relationship Management:
   
• Build and maintain long-term relationships with customers by providing exceptional customer service.
• Regularly follow up with customers for updates, repayments, and any issues related to their loans.
• Handle customer concerns or complaints regarding home loan and LAP products and provide appropriate solutions in a professional manner.

2. Product Knowledge:

• Stay updated on the latest home loan and LAP products, policies, and market trends to effectively guide and advise customers.
• Provide clear information on various home loan schemes, interest rate options, and LAP eligibility criteria to help customers make informed decisions.

3. Issue Resolution & Escalation

• Handle escalated issues related to loan processing, disbursement, or customer complaints, and work towards prompt resolutions.
• Escalate complex cases to higher management or the concerned department as required.

4. Customer Retention:

• Implement strategies to enhance customer satisfaction and retention by providing personalized services and addressing concerns proactively.
• Conduct post-disbursement follow-up calls to ensure customer satisfaction and identify potential areas for improvement.

5. Collaboration:

• Collaborate with the sales team, loan officers, and other departments to streamline the loan processing experience for customers.
• Coordinate with external vendors (e.g., property evaluators, legal advisors) to ensure smooth loan approval and disbursement.

Preferred candidate profile

• Experience: 13 years in customer service, preferably in a call center, retail, banking, or finance sector.
• Experience in handling customer queries, complaints, and providing effective solutions.
• Prior exposure to Home Loan or Loan Against Property (LAP) processes (if applicable) is a plus.