Deputy Manager - Education Loan

Bajaj Finserv Limited; Bhopal; On-site; INR 350,000 - 650,000; Full time

Job summary

Bajaj Finserv Limited in India is seeking a results-driven Education Loan counsellor to acquire and convert eligible customers through compliant counselling and disciplined funnel management. You will coordinate with Credit, Operations and partners to progress files from lead to disbursement, maintaining accuracy and service levels.

The role requires handling KYC, income and documentation while ensuring data integrity, compliance, and timely follow-ups with students and co-applicants.

Qualifications

• Graduate with relevant customer-facing, lending or financial-services experience preferred.

Responsibilities

• Acquire and convert eligible Education Loan customers through compliant counselling and disciplined funnel management.
• Capture complete application data and source attribution in approved systems.
• Coordinate with Credit, Operations and partners to progress files within service levels.
• Track funnel stages and document decisions, sanctions, disbursements and follow-ups.
• Maintain compliance, customer confidentiality, audit trails and approved communications.

Skills

Education Loan counselling

Sales execution

Portfolio-quality management

Customer repayment engagement

KYC/docs understanding

CRM/LOS usage

Compliance awareness

Excel/MIS capability

Integrity & confidentiality

Education

Graduate

Tools

CRM/LOS

Job description

Job Purpose

Acquire and convert eligible Education Loan customers through compliant counselling, disciplined funnel management, complete documentation, coordinated fulfilment and active ownership of portfolio quality.

Duties and Responsibilities

• Generate and manage leads from direct, referral, consultant, institution and partner channels.
• Counsel students and co-applicants on course, country, institution, funding requirement, repayment construct and documentation.
• Capture complete application data, customer consent and source attribution in approved systems.
• Collect and validate admission, academic, KYC, income, banking and collateral documents before login.
• Coordinate with Credit, Operations, Verification and partners to resolve queries and progress files within agreed service levels.
• Track the lead-to-login, login-to-sanction and sanction-to-disbursement funnel and record lost reasons and corrective actions.
• Communicate sanction terms, conditions and pending requirements accurately to customers.
• Maintain compliant selling, customer confidentiality, audit trails and approved communication standards.
• Support portfolio quality through appropriate sourcing, fraud vigilance and early issue escalation.
• Support portfolio quality and X-bucket management through pre-due and pre-bounce customer engagement, timely repayment reminders, follow-up on assigned overdue cases and escalation to the Sales Manager and Collections team.
• Execute assigned activities directly and maintain accurate system records.
• Escalate customer, documentation, fraud or repayment concerns promptly.

Key Decisions / Dimensions

• Decision rights - Make day-to-day sales and customer-management decisions within approved policy, process, pricing and delegated authority.
• Priorities - Prioritise and allocate customer follow-ups, including portfolio-quality and X-bucket actions, within the assigned scope.
• Escalation - Escalate policy deviations, material customer impact, fraud indicators, persistent overdue cases and unresolved dependencies.
• Authorities - Commercial, hiring and budget authorities are to be defined in the approved delegation matrix.
• Key interactions - Internal Sales, Product, Credit/Underwriting, Risk, Operations, RCU/Fraud Control, Collections, Compliance, Finance, Technology, HR and COE.
• External stakeholders - External Students, co-applicants, universities, education consultants, DSAs, referral partners and other approved service providers.

Major Challenges

• Balancing growth, customer experience, turnaround time and portfolio quality.
• Managing incomplete or inconsistent customer, academic and financial information.
• Driving timely customer engagement for pre-due, pre-bounce and overdue cases while following approved conduct standards.
• Coordinating Sales, Collections, Credit, Risk and Operations to address X-bucket and early-delinquency issues.

Required Qualifications and Experience

Graduate. Relevant customer-facing, lending or financial-services experience preferred.

Critical skills and knowledge

• Education Loan customer counselling
• Sales execution and relationship management
• Portfolio-quality and X-bucket management awareness
• Customer repayment engagement and early-delinquency follow-up
• Understanding of academic, income and KYC documents
• CRM/LOS usage and MIS discipline
• Compliance, fraud and customer-conduct awareness
• Excel, presentation and business MIS capability
• High standards of integrity and customer confidentiality