Customer Relations Executive

Telecaller – Job Description (Loan Industry, Urban Money Pvt Ltd)

Role SummaryThe Telecaller’s primary responsibility is outbound and inbound calling to potential customers to generate and qualify leads for loan products (e.g., personal loans, business loans, home loans, loan against property). The telecaller acts as the first point of contact, guiding prospects through basic product information, collecting customer data, and passing on warm leads to the sales or loan processing team.

Lead Generation & Qualification

• Make outbound cold calls to prospective customers.
• Handle inbound inquiries from people interested in loans.
• Ask questions to understand the customer’s loan needs and financial situation, to assess eligibility.

Product Education

• Explain Urban Money’s loan products, including details like loan types (business loans, home loans, LAP, etc.), interest rates, eligibility criteria, required documentation, and processing timelines.

Appointment Setting / Handoff

• Qualify good leads and schedule appointments for field sales or loan advisors.
• Transfer warm or qualified leads to the relevant internal team (sales or operations) for further processing.

Performance targets

• Meet or exceed key metrics: number of calls per day, number of qualified leads, conversion rate, etc.
• Work under a target-driven structure with performance-based incentives.

1. Coordination & Communication

• Coordinate with the loan processing/back-office team to ensure leads are smoothly transitioned into formal loan applications. Glassdoor
• Provide feedback to higher-ups (sales/managers) about lead quality, customer pain points, or common objections heard on calls.