KreditBee

Key Responsibilities:

• Handle escalated voice calls transferred by L1 agents or supervisors.
• Provide expert-level support for complex issues and ensure timely resolution.
• Maintain ownership of tickets through resolution, keeping customers informed throughout the process.
• Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues.
• Identify patterns in escalations and suggest process/product improvements.
• Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations.
• Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT).
• Ensure adherence to SLAs and internal escalation protocols.
• Act as a mentor and point of contact for L1 agents when guidance is needed.

Requirements:

• 2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process).
• Strong verbal communication skills with fluency in [English/Other relevant language].
• Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).
• Ability to handle high-pressure situations and demanding customers with empathy and professionalism.
• Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.).
• Willingness to work in rotational shifts or weekends, if required.
• Bachelor's degree or equivalent preferred.

The JD is as below:

Onboarding customers, collecting all the required documents, executing agreements etc

Collecting repayments and educating customers on credit benefits and timely repayment benefits

Building and maintaining relationships with clients and sellers' ground team

Meeting and exceeding sales targets

Staying up-to-date on company policies and competitor activities

Collaborating with internal teams and anchor teams to ensure the successful product placement

Providing excellent customer service to customers/borrowers

Key Responsibilities:

Sales and Business Development:

• Lead the branch team to achieve sales targets for Loan Against Property (LAP) products, ensuring overall growth in the branch's portfolio.
• Develop and implement strategies to acquire new clients, cross-sell products, and maintain long-term relationships with customers.
• Monitor market trends and competitor activities to identify opportunities and stay ahead of market demands.
• Promote the LAP product offerings through various channels, including partnerships, referral networks, and local events.

Team Leadership and Management:

• Manage, mentor, and guide the sales and operational teams to achieve individual and branch-wide sales goals.
• Conduct regular performance reviews and provide coaching and training to enhance the sales team’s skills.
• Ensure adherence to organizational standards and processes in customer acquisition and relationship management.

Customer Relationship Management:

• Establish and maintain strong relationships with key clients, stakeholders, and other business partners.
• Provide high-level support for the LAP product offering, including assisting clients with queries and guiding them through the loan process.
• Resolve customer issues or concerns related to LAP applications and ensure timely and efficient processing.

Operational Management:

• Oversee the day-to-day operations of the branch, including loan origination, documentation, disbursement, collections, and compliance.
• Ensure the branch maintains a smooth, efficient, and compliant operation in line with internal policies and external regulations.
• Monitor and maintain branch financials, including revenue, expenses, and profitability.

Reporting and Compliance:

• Provide regular reports to senior management on branch performance, including sales achievements, operational issues, and market trends.
• Ensure all processes comply with regulatory guidelines, including KYC (Know Your Customer) and AML (Anti-Money Laundering) policies.

Requirements:

• 2-3 years of experience in retail onboarding for SCF/ Fintechs/QR/Business loan etc

The JD is as below:

• Onboarding customers, collecting all the required documents, executing agreements etc
• Collecting repayments and educating customers on credit benefits and timely repayment benefits
• Building and maintaining relationships with clients and sellers' ground team
• Meeting and exceeding sales targets
• Staying up-to-date on company policies and competitor activities
• Collaborating with internal teams and anchor teams to ensure the successful product placement
• Providing excellent customer service to customers/borrowers

Do let me know if any other details are required.

Reviewing the company debtor list.

Contacting customers and informing them of their overdue bills.

Advising customers on their payment options and suggesting methods of payments.

Negotiating suitable payment plans.

Maintaining customer payment records.

Preparing customer financial statements for banks and the state credit department.

Writing final notice warnings to customers when payments are not being made.

Instituting legal action when customers fail to pay their debt.

Responding to customer queries.

Contacting lawyers and insurance agencies to facilitate payments.

Collections Officer Requirements:

Bachelor’s degree in accounting, business management, or a similar field.

Previous experience working as a Collections Officer.

Excellent negotiating skills.

Good written and verbal communication skills.

Familiarity with state debt collection laws.

Knowledge of payment plans and accounting procedures.

Knowledge of office and accounting software.

Patience and resilience.

Required Skills.

Languages English with Hindi or English with 2 South Indian Languages

PUC (with 6 months or 1 Years experience letter is Mandatory)

Graduate with Fresher can Be consider 

Age criteria 20 to 29 Years

Location- KR PURAM, Bangalore

• Handle incoming customer calls professionally and efficiently.
• Make outbound calls to follow up on customer inquiries or resolve issues.
• Provide accurate information about products or services to customers.
• Resolve customer complaints and ensure customer satisfaction.
• Update customer information in the database during and after each call.
• Collaborate with other team members to address customer needs effectively.
• Meet or exceed individual and team performance targets.
• Follow communication scripts and guidelines to ensure consistency.
• Stay updated on product knowledge and industry trends.
• Escalate complex issues to the appropriate department or supervisor.
• Proven experience in a customer service or voice process role.
• Excellent verbal communication skills in English+ Hindi.
• Strong active listening and problem-solving abilities.
• Ability to multitask and work in a fast-paced environment.
• Basic computer skills.

1. Scouting for LAP loan leads

2. Collecting documents from customer and submitting it at nearby branch

3. Explaining all Loan related processes and charges to customer

4. Clearly communicating all loan related charges to customers

5. Having Loan case file in proper order

6. Ensuring all communication with customer once documents are received

7. Ensuring all TAT's are followed in moving the loan file forward

8. Providing all necessary customer support

1. Scouting for LAP loan leads

2. Collecting documents from customer and submitting it at nearby branch

3. Explaining all Loan related processes and charges to customer

4. Clearly communicating all loan related charges to customers

5. Having Loan case file in proper order

6. Ensuring all communication with customer once documents are received

7. Ensuring all TAT's are followed in moving the loan file forward

8. Providing all necessary customer support

Qualification:12th std pass out

Language: Kannada

Telesales Representative Responsibilities:

• Initiating sales with potential customers over the phone.
• Asking questions to engage customers and keep the conversation going.
• Listening to the customers' needs to generate repeat sales.
• Gathering and documenting customer information, payment methods, purchases, and reactions to products.
• Keeping up to date on all products and informing customers of new products.
• Answering customers' questions on the products.
• Meeting sales quotas.

• Calling existing and potential customers to persuade them to purchase company products and services.
• Accurately recording details of customers’ purchase orders.
• Processing all customer purchases accordingly.
• Generating promising leads for the outside sales team to pursue.
• Managing customer accounts by ensuring that existing customers remain satisfied with company products and services.
• Developing and sustaining solid relationships with customers to encourage repeat business.
• Using sales scripts proffered by the company to drive sales and respond to customer rejections.
• Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences.
• Continually meeting or exceeding daily and monthly targets with respect to call volume and sales.