As a member of the Growth Outcall Team, you will play a critical role in understanding customer
drop-offs in the loan journey. Primary responsibility will be to proactively reach out to customers who have not completed their loan application process, identify potential blockers (technical issues, lack of clarity, or other concerns), and assist them toward successful loan conversion. You will also collaborate closely with cross-functional teams to provide customer insights and drive process improvements
Key Responsibilities
- Outcall customers to understand why they dropped off during the loan journey.
- Identify and document reasons such as technical issues, eligibility concerns, or lack of clarity.
- Educate customers about the loan product and assist in completing their application.
- Collaborate with Product, Tech, and Operations teams to share insights and flag recurring issues.
- Track and report on call outcomes and conversion metrics.
- Support continuous process enhancement through feedback loops and insights.
- Be updated about new products/processes in loan origination/distribution process.
Skills Required
- Strong communication and problem-solving skills.
- Ability to understand and explain basic financial products
- Experience in sales, customer service, or loan operations preferred.
- Comfortable working in a fast-paced, data-driven environment.
- Basic knowledge of loan products
- Capability to handle multiple simultaneous requirements across cross-functional teams
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