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ROLE SUMMARY
A Call Center Executive at Muthoot Fincorp Ltd plays a critical role in delivering high-quality customer service and support. The primary responsibility involves handling outbound calls to assist customers with inquiries, resolve issues, and provide information on the companys financial products and services, such as loans, gold loans, insurance, and other offerings.
Additionally, the role involves updating customer information in the database, following up on leads, and contributing to customer satisfaction by delivering a positive experience.
KEY RESPONSIBILITIES
Customer Service and Support
Respond to customer inquiries, resolve complaints, and provide information about Muthoot Fincorps products and services.
Assist customers with various financial products, including loans, gold financing, insurance, and other financial services.
Guide customers through the application and claims processes and clarify terms, conditions, and eligibility criteria.
Handling Outbound Calls
Make outbound calls to follow up on customer inquiries, overdue payments, and promotional offers.
Conduct welcome or follow-up calls for new customers and first-time users of Muthoot services.
Educate customers on new products, services, and promotional offers, aiming to cross-sell or upsell as appropriate.
Data Management and Documentation
Accurately record details of customer interactions, inquiries, complaints, and feedback in the system.
Maintain an updated database of customer interactions to enable smooth handling of future queries and to assist in improving services.
Prepare daily, weekly, and monthly call reports for Managers review.
Complaint Resolution and Escalation
Resolve customer complaints by providing appropriate solutions and alternatives.
Escalate unresolved issues or complex cases to higher management or specialized departments.
Monitor the progress of escalated complaints to ensure they are addressed within a timely manner.
Established in 1921 in Kozhencherry, Pathanamthitta, Kerala by Sri. M Mathew, Muthoottu Mini, was initially a small firm engaged in financing and in the Chit Fund business. Subsequently, the promoters applied their sound banking experience and took Muthoottu Mini into the corporate arena. Our Company was originally incorporated on 18th March 1998 as a Private limited company, a Non-Nanking Financial Company (NBFC) as Per Provisions of the Company Act, 1956 as Muthoottu Mini Financiers Private Limited and was licensed and registered with RBI. This Company engaged in Gold loan business and accepted debentures under Private placement of debentures as per RBI Guidelines. Consequent to our growth in business, we became a Public Limited Company on 27th November 2013 and the name was changed to Muthoottu Mini Financiers Limited. Apart from Gold Loan- our core business, and Public issue of Debentures, we had diversified business activities like Insurance, Money transfers etc. We are complying compliant with the rules and regulations of RBI, IRDAI, SEBI and Ministry of Corporate affairs and State Government. MMFL has since built an impressive level of business and made for itself a reputation for reliability and trustworthiness in gold loan business circles throughout Kerala, Tamil Nadu, Karnataka, Andhra Pradesh, Goa, Delhi, Haryana, Gujarat and Maharashtra. “The Muthoottu Mini Financiers now comprises companies engaged in Financing, construction arena, I T Park, Plantation and Chain of Theatres. The corporate image of the group has been meticulously built and developed since the beginning. The group members conduct their business through a network of branches established across India.
Job ID: 104378229
