Telecalling Executive

Job Description: Tele-caller / Verification Executive– Underwriting Team

Position: Tele-caller / Verification Executive

Department: Underwriting

Location: Delhi

Reporting To: Underwriting Lead

Role Overview

Tele-caller – Verification Executive will be responsible for conducting telephonic verification of

customer details, performing profile assessment, validating address information, and ensuring

accuracy of data prior to underwriting or further processing. The role requires strong communication

skills, attention to detail, and the ability to identify red flags during verification.

Proficiency in regional languages such as Tamil, Malayalam, Telugu, Kannada, etc., is a strong

advantage for region-wise verification.

Key Responsibilities :

1. Telephonic Verification

 Conduct profile verification calls to confirm customer identity, occupation, income details,

reference checks, and other KYC-related information.

 Perform telephonic address verification by cross-checking customer-provided address

details.

 Verify employment details (where applicable) through standard scripts and probing questions.

 Record all responses clearly and accurately in the system.

2. Profile Assessment

 Assess customer information for consistency, completeness, and authenticity.

 Identify mismatches, suspicious responses, or potential fraud patterns.

 Flag high-risk or doubtful profiles to the senior for escalation.

 Ensure that the profile meets internal verification guidelines and compliance standards.

3. Documentation & System Updates

 Update CRM/verification tools with call outcomes and verified information.

 Maintain accurate logs of successful verification, mismatch cases, and unreachable

customers.

 Ensure proper tagging (Verified / Not Verified / Reattempt Required / Escalated Cases).

4. Coordination with Internal Teams

 Collaborate with Underwriting, CPV (Contact Point Verification) and Sales Team.

 Communicate promptly about missing details, mismatches, or urgent verification cases.

 Support field verification teams by sharing call findings and customer inputs.

5. Quality & Compliance Adherence

 Follow scripted guidelines and verification protocols strictly.

 Ensure compliance with lending norms, audit standards, and data confidentiality.

 Achieve accuracy benchmarks and maintain high-quality verification calls.

Skills & Qualifications

Education

 Minimum: 12th Pass

 Preferred: Graduate or Diploma in any stream

Communication & Language Skills

 Strong verbal communication in English and Hindi.

 Preferred: Fluency in Tamil, Malayalam, Telugu, Kannada, or other regional languages for

region-specific verifications.

 Ability to ask probing questions and extract accurate information from customers.

Technical Skills

 Basic knowledge of MS Excel, Google Sheets, and CRM/verification tools.

 Comfortable with dialer systems and call-handling platforms.

Core Competencies

 High attention to detail and accuracy

 Strong listening and observation skills

 Ability to detect suspicious or inconsistent responses

 Patience, empathy, and disciplined calling approach

 Time management and multi-tasking ability

 Integrity and respect for data privacy

Experience

 1–3years of experience in tele calling, verification, KYC verification, collections, BPO, or

customer service roles.

 Experience in NBFC/Fintech verification processes is a strong advantage.

Key Performance Indicators (KPIs)

 Number of verifications completed per day

 Accuracy of verification outcomes

 Call quality and compliance score

 TAT adherence (verification completion time)

 % of mismatches correctly flagged

 Coordination efficiency with field/underwriting teams