Help customer's clients (via inbound calls, email and chat) for loan related queries pertaining to onboarding and servicing such as but not limited to:
Customer service for loan management/servicing
Helping clients with administrative requests such as change in address, billing information update etc.
Helping clients with queries related with invoices, status on payments, payment submission and other generic financial requests
Cater to client queries with regards to tool access, navigation help and website maneuvering guidance
Raise service requests as per pre decided rules and work with other internal / customer departments to solve client's queries
Respond to queries pertaining to loan modifications
Customer service for onboarding
Address manual review needs along onboarding journey (where the automated flow pends for manual review, such as identity verification, document verification, document request, escalations)
Respond to email/phone /chat requests from customers regarding enrollment process.
To assist customers with queries related to their order status, available products, dispatch details, payment details, etc. via Emails / Phone and deal with multiple customers at the same time.
Acknowledging and resolving customer complaints.
Keeping records of customer interactions, transactions, comments, and complaints.
Respond to customer queries in a timely and accurate way, via email/Phone.
Identify customer needs and help customers use specific features.