Field Operations

Zoho; Nalgonda District; On-site; INR 350,000 - 550,000; Full time

Job summary

Zoho in India is seeking a customer interaction and relationship management professional to welcome walk-in customers and guide inquiries related to loan products, EMI schedules, and interest rates. You will maintain long-term relationships, update CRM records, verify documents, and handle requests for statements and certificates, ensuring compliance with RBI/NBFC norms.

The role emphasizes timely responses, data accuracy, and escalation of unresolved issues to the appropriate teams while

Qualifications

• Customer service experience with walk-in customers.
• Experience using CRM systems for data entry and task tracking.
• Familiarity with regulatory guidelines and documentation processes.

Responsibilities

• Welcome and guide walk-in customers with loan inquiries.
• Update CRM records with customer interactions and service requests.
• Verify documents and ensure compliance before forwarding to credit/ops teams.

Skills

Customer service

CRM systems

Communication

Documentation

Regulatory compliance awareness

Tools

CRM software

Data entry tools

Job description

Customer Interaction & Relationship Management:

• Welcome and guide walk-in customers, addressing inquiries related to loan products, EMI schedules, interest rates, etc.
• Provide accurate information about loan terms, documents required, and application status.
• Maintain long-term relationships by following up on customer satisfaction and offering support post-loan disbursement.

Operational Support:

• Assist in the collection and verification of customer documents for secured loans.
• Ensure complete and compliant documentation before forwarding to credit/operations teams.
• Handle customer requests for loan statements, pre-closure, and interest certificates.

Service Quality and Compliance:

• Ensure adherence to all internal policies and regulatory guidelines (RBI/NBFC norms).
• Monitor TATs (Turnaround Times) for customer queries and resolution.
• Escalate unresolved issues or complaints to appropriate internal teams.

Reporting and Data Management:

• Update customer interactions and service requests in CRM systems.
• Maintain logs of complaints, feedback, and resolutions provided.