Telecaller Outbound

JOB DESCRIPTIONTELECALLER / CUSTOMER ACQUISITION EXECUTIVE

Company: Innovative Marketing Mindz

Business Division: Credit Card Pro AI

Department: Sales & Customer Acquisition

Employment Type: Full-Time / Part-Time

Work Mode: Office / Work From Home, as assigned

Job PurposeThe Telecaller / Customer Acquisition Executive will be responsible for making outbound calls to prospective customers, understanding their requirements, explaining relevant credit-card and financial-product offerings, identifying interested and potentially eligible customers, generating qualified leads, collecting required preliminary customer information, and assisting interested customers through the next stage of the application process. The employee will also be responsible for customer follow-ups, application coordination and VKYC follow-up wherever applicable. The role requires professional communication, consistent calling activity, accurate customer information, timely reporting and strict adherence to the Company’s approved calling scripts, CRM procedures, working policies and customer-data protection requirements.

Key ResponsibilitiesThe employee will make outbound calls to customers through Company-approved lead sources and will professionally introduce the Company and relevant products. The employee will understand the customer’s basic requirements, explain applicable product features, benefits and eligibility information accurately, identify genuine customer interest, collect the required basic details and generate qualified leads for further processing. The employee will also follow up with interested customers, assist them with the application process, coordinate for pending requirements and support VKYC completion wherever applicable.

The employee will be responsible for maintaining accurate and updated records of all calling activity, connected calls, interested customers, qualified leads, applications, VKYC status, customer follow-ups and final dispositions in the Company-approved CRM, Google Sheet or reporting system. All information must be recorded accurately and within the time prescribed by the Company.

Daily Performance RequirementsFor performance monitoring, a Full-Time Employee must achieve ANY ONE of the following on a working day: 6 Qualified Leads OR 2 VKYC.

A Part-Time Employee must achieve ANY ONE of the following on a working day: 3 Qualified Leads OR 1 VKYC.

These are alternative requirements and are not required to be achieved simultaneously. For example, a Full-Time employee achieving 2 valid VKYC will satisfy the daily performance qualification even if 6 qualified leads have not been achieved. The validity of leads and VKYC will be determined through the Company’s official CRM, reporting and verification process.

Customer Handling & ComplianceThe employee must communicate with customers professionally and must provide only accurate and Company-approved information regarding products, eligibility, benefits, charges and application procedures. The employee must not make false statements, misleading representations or guaranteed-approval commitments to customers. The employee must not collect any unauthorised payment from customers or misuse customer documents, personal information, contact details or other confidential information.

All customer information obtained during the calling or application process must be handled confidentially and used only for authorised business purposes and through Company-approved systems and processes.

CRM & Reporting ResponsibilitiesThe employee must maintain proper and timely CRM/reporting records for every relevant customer interaction. Customer responses, lead status, application status, VKYC status, follow-up requirements and final disposition must be updated accurately. Failure to maintain proper records, deliberate manipulation of reporting data or repeated failure to follow the prescribed CRM process may be treated as a process-compliance issue and may be addressed through the Company’s applicable performance or disciplinary process.

Working DisciplineThe employee is required to remain available during the assigned working hours and follow the prescribed work schedule, calling plan, reporting requirements and reasonable instructions issued by the reporting authority. The employee must follow the Company’s applicable office/WFH working rules and must inform the reporting authority before leaving assigned duty during working hours.

Unauthorised absence, early leaving, prolonged unavailability during assigned working hours, repeated failure to maintain required calling activity or repeated non-compliance with prescribed working procedures may result in appropriate attendance, performance or disciplinary action in accordance with Company policy and applicable law.

Performance ManagementEmployee performance may be reviewed on the basis of calling activity, qualified leads, VKYC/application progress, customer follow-up, CRM accuracy, attendance, customer handling, process compliance and overall productivity. Where performance does not meet the applicable requirements, the Company may provide counselling, additional training, performance review or a Performance Improvement Plan (PIP). Depending upon the circumstances and applicable Company policy, further action may include reassignment, probation review or extension, or separation in accordance with applicable law.

Incentive StructureEligible card incentives will be applicable to cards approved and validated by the relevant bank or business partner and recorded in the Company’s official system. The applicable incentive structure is currently ₹200 per eligible card for 13–20 cards, ₹300 per eligible card for 21–30 cards, ₹400 per eligible card for 31–35 cards and ₹500 per eligible card for 36 or more eligible cards. The Company may modify the applicable incentive structure prospectively through its applicable policy or written communication.

Required SkillsThe candidate should possess good Hindi communication skills, basic English communication ability, good listening and customer-handling skills, confidence in outbound calling, basic computer knowledge and the ability to work with CRM, Google Sheets or other Company-approved reporting systems. The candidate should be comfortable speaking with new customers, following prescribed scripts and processes, learning financial products and maintaining consistent follow-up. Previous experience in telecalling, outbound sales, credit cards, loans, insurance, banking or other financial-services sales will be an advantage.

Career GrowthBased on performance, productivity, process compliance, leadership capability and business requirements, employees may have opportunities for career progression from Telecaller / Customer Acquisition Executive to Senior Telecaller, Team Leader and Sales/Process Manager.

General Role RequirementThe employee is expected to perform all reasonable duties related to customer acquisition, telecalling, lead qualification, application coordination, VKYC follow-up, customer communication, CRM reporting and sales-support activities that are assigned by the Company from time to time and are consistent with the employee’s role and applicable policies.