Customer Service Officer

Job Description

Job DescriptionTo acquire, appraise, disburse, monitor, and recover micro-loans and allied credit products for low-income individuals and groups, in line with the organisations financial inclusion objectives, while ensuring portfolio quality and compliance with regulatory and internal policies.Key ResponsibilitiesClient Acquisition & Centre Formation
• Identify financially excluded individuals and families in the assigned area.
• Conduct village mapping and general meetings for borrower sourcing.
• Form centres and groups as per defined guidelines and route plans.
• Build and maintain strong relationships with borrower communities and local influencers like Village Heads, Anganwadi Workers, etc.
Loan Sourcing & Appraisal
• Carry out 100% household visits during Loan Application Process.
• Collect borrower information including income details, household/business cash flows, and liabilities.
• Conduct field, house, and business visits to assess residence, business viability, and repayment capacity.
• Prepare and submit loan proposals in line with credit policy and system requirements.
• Ensure completeness and accuracy of documentation, KYC, and regulatory compliance.
Disbursement & Client Education
• Support loan disbursement as per approved terms and procedures.
• Clearly explain loan amount, repayment schedule, instalments, and client obligations.
• Ensure borrower understanding of ethical borrowing and repayment discipline.
Collections & Portfolio Monitoring
• Collect instalments as per client demand schedule and scheduled centre meetings.
• Ensure centre meetings are conducted as per route plan and scheduled time.
• Monitor repayment behaviour and identify early signs of stress or delinquency.
• Conduct follow-ups for overdue accounts while maintaining ethical collection practices.
• Ensure 100% Loan Utilisation Check (LUC) after three subsequent centre meetings post-disbursement.
Reporting, Compliance & Conduct
• Maintain accurate records and supporting documents at centre and branch level.
• Coordinate with Branch Manager for reconciliation, MIS updates, and issue resolution.
• Ensure 100% adherence to SCNL policies, RBI, and MFIN guidelines.
• Maintain zero tolerance for any manipulation or unethical practices at centres.
• Always ensure professional and ethical behaviour with clients.
Employee Benefits
• Branch Accommodation
• Cook Facility
• E Gurukul (MBA Program for employees )
• Mediclaim Benefit
• Accidental Insurance
• Attractive Incentive (Average - Rs 4500)
• Salary Advance
• Staff Loan
• Leaves 48 a year
• Promotion
• Mata Vaishno Devi Travel Policy
• Fixed Monetary benefits for Parents - based on certain criteria
• Pension to parents for untimely death of an employee
• Internal Job Posting
Candidates should meet the below criteria1)Two Wheeler2)Driving Licence / Learners Licence3)Aadhaar Card Linked with Mobile4)PAN Card Linked with Aadhar5)Bank Account & Cheque Book6)Local Language7)Willingness to work at a minimum of 50 KM from hometown

Keyskills :
credit card salesbfsi salesloan salesbanking sales