Tele Verification & Customer Service Executive

About the Role

We are looking for a Tele Verification & Customer Service Executive to join our team in Ghatkopar. The role involves outbound calling to customers sourced by the Sales team for two key activities: Pre-Sanction Tele Verification and Post-Sanction Welcome Calling. Customer details and calling scripts will be provided. The candidate will verify information, communicate clearly with customers, update call outcomes and ensure timely reporting to the relevant functional managers.

Key Responsibilities

· Conduct pre-sanction outbound tele verification calls to customers as per the approved calling script.

· Verify customer details, loan/application information and other required information during calls.

· Conduct post-sanction Welcome Calls to customers and provide the required introductory information.

· Follow the approved calling script, process guidelines and customer communication standards.

· Record accurate call outcomes, observations and customer responses in the designated system/process.

· Identify discrepancies, incomplete information or customer concerns and escalate them to the appropriate team.

· Coordinate with Sales, Credit, Operations and Customer Service teams whenever clarification or follow-up is required.

· Ensure prompt response and closure of assigned calling activities within defined SLA/TAT.

· Maintain accurate and timely status updates for all assigned cases.

· Share regular calling status and case updates with the Head – Customer Service, Credit Manager and Operations Manager.

· Handle customers professionally, courteously and patiently during every interaction.

· Maintain confidentiality of customer and loan-related information and follow applicable company policies and processes.

Nature of the Role

This is a dedicated TELE-CALLING / CUSTOMER SERVICE role. It is an outbound calling process and is NOT a sales role. There are NO sales or revenue targets. Performance will primarily be measured on SLA/TAT adherence, prompt response, call quality, accuracy of verification, proper handling of customers and timely status updates.