Customer Support Executive

1. Loan Application Management

Receive and review digital loan applications submitted through online platforms.

Ensure that all required customer information and documentation are complete and accurate.

Assist applicants in resolving issues related to form submission or document uploads.

2. Document Verification and eKYC

Conduct electronic Know Your Customer (eKYC) verification using digital tools.

Validate uploaded documents such as ID proofs, income statements, and bank details via OCR and automated systems.

Flag discrepancies or potential fraud cases for further review.

3. Credit Assessment and Risk Evaluation

Evaluate borrower eligibility using automated scoring models and internal policies.

Interpret system-generated credit scores and assess risk factors.

Recommend loan approval, modification, or rejection based on data insights.

4. Coordination with Internal Teams

Collaborate with credit analysts, underwriters, and IT teams to ensure smooth processing.

Escalate complex cases requiring manual review.

Work with compliance teams to ensure adherence to digital lending regulations and data protection laws.

5. Loan Approval and Disbursement Support

Process approved loans through digital workflows.

Ensure timely disbursal of funds via integrated payment systems (API banking).

Maintain accurate digital records for audit and compliance.

6. Customer Communication

Provide real-time updates to customers via email, chat, or in-app notifications.

Handle inquiries related to loan status, eligibility, or document requirements.

Maintain high standards of digital customer service and confidentiality.

7. System Monitoring and Reporting

Monitor loan processing dashboards and system queues to ensure timely turnaround.

Generate daily/weekly reports on loan applications, approvals, and rejections.

Identify process bottlenecks and suggest automation or system improvements.

8. Compliance and Security

Follow regulatory standards (e.g., RBI guidelines, AML/KYC norms).

Ensure data privacy, cybersecurity, and integrity of all customer information.

Participate in audits and compliance reviews.

9. Continuous Improvement

Suggest enhancements to the digital loan platform based on user feedback.

Stay updated with emerging fintech technologies, digital lending trends, and regulatory changes.

Participate in training on new tools or system upgrades.