Service Centre TEAM Member HL

• Contribute towards end-to-end operations, from loan origination to loan servicing, in the service center.
• Achieve disbursement targets for the service center.
• Assist customers on a day-to-day basis, support branch heads in operational tasks, ensure compliance, and manage various types of data.
• Contribute to credit processing and disbursement on an as-needed basis.

Job Responsibilities (JR)

Disbursement and Legal Process

• Collection and verification of title documents for legal security related to loans being disbursed.
• Execution of loan documentation and capture of title documents.
• Handle post-disbursal changes to loan terms, including loan amount, security, and ownership adjustments.
• Complete compliance checks/KYC for customers at the time of disbursement documentation execution.
• Process and disburse insurance-related loan products.
• Assist central HUBs in disbursement processing as needed.

Credit Appraisal

• Perform post-sanction appraisal of loan applications.
• Conduct primary loan appraisal for walk-in customers.
• Assist credit hubs with the credit appraisal of new loan applications.
• Perform field investigations and business visits to verify the credentials of new and existing customers.
• Coordinate with technical teams and agencies for site visits and technical updates.

Lead Generation & Customer Sourcing

• Focus on generating and sourcing unique customers within the assigned region.
• Lead generation for business assets and new customer acquisition.
• Track daily lead generation and conversion metrics.

Post-Disbursement Servicing & Loan Book Retention

• Process subsequent disbursement requests from customers.
• Handle part and full prepayment processing.
• Counsel customers on balance transfer intentions and repricing via loan spread conversion.
• Manage post-disbursement service requests like changes in repayment accounts, security, and ownership.
• Address customer requests for additional loan requirements.
• Release documents post-loan closure.

Customer Engagement and Interaction

• Manage customer escalations and objection handling.
• Oversee customer complaints via the interaction dashboard.
• Resolve online and email-based customer requests and queries.

Key Performance Indicators (KPIs)

• Achieving disbursement targets within the service center.
• Effective processing of loan documentation and disbursement.
• Timely execution of credit appraisals and field investigations.
• Successful lead generation and conversion for business assets.
• Maintaining strong post-disbursement servicing and customer retention.