Responsibilities
- Maintain the discipline of the team in terms of Login/Logout and Breaks.
- Providing the detail information on the issues of customers related to Onboarding calls
- Auditing the calls of the teammates and looking for areas of improvement on calls.
- Giving the training to the new joinees as well as to the team in case it is required
- Maintain the leave request of the team members as per the workload with a proper
tracking system.
- Looking into the requirement of the headcount as per the load,so that we can hire the
staff accordingly.
- Focusing on the Conversion percentage to bring it above the current percentage of 4%
- Make sure that team is achieving the daily benchmark of 400-450 calls.
- Make sure that the team is giving the detailed information to the customers as per the
guidelines given to them.
- Make sure that the audit rating should go up on a monthly basis from the current rating
of 3.01, which can only be done with proper auditing.
- Communicating key parameters like details of interest rate and processing fee charges, due date, repayment amount, penalty amounts, mode of repayment, etc. to the loan customers
- Detailing transaction-related details like available payment modes, and how to make payments through these modes
- Resolving customer queries related to loan disbursal, loan repayments, etc.
Required Skills And Qualifications
- Bachelor's degree in Business, Communication, or related field (or equivalent experience).
- 2 -3 years of experience in a Collections ( Fintech Experience is Required )
- Strong problem-solving skills and a customer-centric approach.
- Ability to stay calm and professional in high-pressure situations.
- Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
- Strong attention to detail and organizational skills.
- Ability to collaborate effectively with cross-functional teams to resolve issues.
