Deputy Manager - Education Loan

Bajaj Finserv Limited; Vadodara; On-site; INR 300,000 - 420,000; Full time

Job summary

Bajaj Finserv Limited in India is seeking a proactive Education Loan Counsellor to acquire and convert eligible customers through compliant counselling and disciplined funnel management. You will handle documentation, liaise with Credit and Operations, and ensure portfolio quality with proactive engagement.

The role requires strong communication, empathy with students and co-applicants, and the ability to manage end-to-end processes from lead to disbursement within defined service levels.

Qualifications

• Graduate with relevant customer-facing, lending or financial-services experience preferred.
• Strong knowledge of education loan products and documentation requirements.
• Ability to manage a sales-driven process while ensuring portfolio quality.

Responsibilities

• Generate and manage leads from direct, referral, consultant, institution and partner channels.
• Counsel students and co-applicants on course, country, institution, funding requirements and documentation.
• Capture complete application data, customer consent and source attribution in approved systems.
• Coordinate with Credit, Operations, Verification and partners to resolve queries and progress files within service levels.
• Track funnel stages from lead to disbursement and record corrective actions.
• Maintain compliant selling, customer confidentiality, audit trails and approved communication standards.

Skills

Education Loan counselling

Sales execution

Portfolio-quality management

MIS discipline

Communication & negotiation

Education

Graduate

Tools

CRM/LOS usage

MIS tools

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.

Decision rights

• Make day-to-day sales and customer-management decisions within approved policy, process, pricing and delegated authority.
• Prioritise and allocate customer follow-ups, including portfolio-quality and X-bucket actions, within the assigned scope.
• Escalate policy deviations, material customer impact, fraud indicators, persistent overdue cases and unresolved dependencies.
• 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 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
• Communication, negotiation and customer orientation
• Compliance, fraud and customer-conduct awareness
• Excel presentation and business MIS capability