Jun2024 - Sap2024 Oversee day-to-day operational activities to ensure smooth functioning of processes such as loan disbursements, insurance claims, customer onboarding, or investment transactions. Identify inefficiencies in workflows and implement process improvements to enhance productivity and reduce turnaround time. Ensure adherence to standard operating procedures (SOPs) and compliance with organizational policies. Assign tasks, monitor progress, and ensure the team meets key performance indicators (KPIs) such as service delivery timelines and accuracy. Ensure seamless delivery of services to customers, addressing escalations and resolving operational issues promptly. Mitigate operational risks by implementing controls and conducting regular audits. Maintain accurate records and documentation for regulatory and internal reporting purposes. Generate and analyze operational reports (e.g., transaction volumes, errorrates, or process efficiency metrics) to provide insights to senior management. Collaborate with IT teams to implement and maintain systems such as CRM platforms, loan management software, or insurance processing tools.

Act as the primary point of contact for existing home loan customers. Address customer queries, concerns, or complaints related to their loan accounts (e.g., interest rates, EMI schedules, or prepayment options). Proactively engage with customers to prevent loan balance transfers to other financial institutions by offering competitive solutions, such as revised interest rates or flexible repayment options. Identify at-risk customers (e.g., those exploring refinancing) and propose tailored retention offers, like waiving prepayment penalties or providing loyalty discounts Track customer payment behaviors and loan performance to identify opportunities for intervention (e.g., assisting with EMI restructuringduring financial difficulties).

Visit allocated branches or markets daily to generate leads from existing customer bases, high-net-worth individuals (HNWIs), or open market opportunities. Conduct promotional activities like events, roadshows, or product displays to attract new clients. Meet or exceed monthly and quarterly sales targets for loan disbursements, focusing on volume growth, product mix, and market share. Meet or exceed monthly and quarterly sales targets for loan disbursements, focusing on volume growth, product mix, and market share. Understand customer financial needs and recommend suitable loan products, explaining features, benefits, and terms (e.g., interest rates, repayment tenure). Address customer queries or concerns promptly to enhance satisfaction and trust in HDBFS. Work under the guidance of a Team Leader or Sales Manager to align individual efforts with branch or organizational goals.

Respond to customer inquiries via phone, email, or in-person regarding home loan products (e.g., interest rates,eligibility, EMI options, prepayment terms). Provide clear explanations of loan features, processes, and terms to ensure customer understanding. Address complaints or escalations related to loan applications, disbursements, or repayments, ensuring timely resolution. Assist customers in completing home loan applications, ensuring all required documents (e.g., KYC, income proof,property papers) are submitted correctly. Support customers after loan disbursal with tasks like generating statements, updating contact details, or addressing EMI-related queries. Assist with loan account management, such as processing requests for foreclosure, part-prepayments, or interest rate revisions (e.g., switching from fixed to floating rates). Promote digital tools for self-service (e.g., online EMI payments, loan tracking) to enhance customer convenience. Explain regulatory requirements or company policies affecting their loan accounts.

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