Builder - Consumer Lending-Retail

Cars24; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Cars24 is seeking an Operations Agent in Gurugram to own the customer journey after conversion. You will drive each case to closure by verifying documentation and mandatory formalities, coordinating with customers and internal teams, and removing blockers to enable disbursal.

In this fast-paced, target-driven role, you will ensure accuracy and timely updates across systems, while maintaining high customer satisfaction and strict compliance with SOPs and regulatory norms.

Qualifications

• Minimum 1 year in operations, backend processing, or customer service.
• Experience in financial services (lending/banking/NBFC/insurance) is preferred.
• Strong communication skills, professional on calls.
• Familiarity with KYC and loan documentation is an advantage.
• High attention to detail with follow-up discipline.

Responsibilities

• Own post-agreement case management and drive to disbursal within TAT.
• Coordinate with credit, sales and lending teams to clear queries.
• Maintain real-time updates on case status in internal systems.
• Proactively follow up with customers to collect documents.
• Ensure compliance with SOPs and regulatory norms at every step.

Skills

Verbal & written communication

KYC norms knowledge

Documentation & compliance

CRM systems

MS Excel / Google Sheets

Cross-team coordination

Attention to detail

Fast-paced, target-driven

Tools

CRM software

MS Excel

Google Sheets

Job description

As an Operations Agent, you own the customer's journey post conversion. You will drive each case to closure - verifying

documentation, completing compliance and mandate formalities, coordinating with customers and internal teams, and

removing every blocker that stands between a signed agreement and money in the customer's account. This is a high

ownership, target-driven role where speed, accuracy and follow-through directly move the disbursal number.

Key Responsibilities

• Own post-agreement case management: track every sanctioned file and drive it to disbursal within defined turnaround times (TAT).
• Coordinate with credit, sales and lending-partner teams to clear queries, deviations and pending conditions.
• Maintain clean, real-time updates on case status across internal systems and daily trackers.
• Proactively follow up with customers to collect pending documents and close open items with minimum drop-offs.
• Ensure full compliance at every step with internal SOP and regulatory norms the audit requirements at every step like .. URL etc..

What Success Looks Like

• Sanctioned files converted to disbursals within TAT, with minimal ageing and leakage.
• First-time-right documentation and mandate registration, keeping rejections and reworks low.
• High customer satisfaction through clear, courteous and timely communication.

Required Skills & Qualifications

• Minimum 1 year of experience in operations, back-end processing, customer service or field / tele-verification.
• Background in financial services — lending, banking, NBFC or insurance — is strongly preferred.
• Strong verbal and written communication skills; confident and professional over the phone.
• Working knowledge of KYC norms, loan documentation and repayment-mandate processes is an advantage.
• High attention to detail with strong follow-up discipline and a bias for closure.
• Comfortable in a fast-paced, target-driven environment and coordinating across multiple teams.
• Proficient with basic computer applications, CRMs and MS Excel / Google Sheets.