Posted:3 days ago|
Platform:
On-site
Full Time
1. Lead Generation Department:
Audit tele-caller productivity and lead conversion effectiveness.
Evaluate quality of customer interaction, adherence to fair practice, and compliance with
communication protocols.
Identify training needs and recommend process improvements based on findings.
2. Credit Department:
Perform daily audits of new loan disbursals – both manually and system-approved.
Review manually approved repeat loans and sample declined loans to assess credit
decision quality.
Monitor adherence to credit underwriting norms and documentation policies.
3. Collection Department:
Monitor collection executives’ performance, call logs, and follow-ups, especially on PTP
commitments.
Check real-time connectivity.
Review agency collections, incentives, and audit collection efforts against delinquency
trends.
4. Customer Service Team:
Evaluate resolution timelines, communication quality, and query closure processes.
Audit interactions across email, call, and chat channels for service consistency and
compliance.
Track escalations and identify areas of recurring customer dissatisfaction.
5. Grievance Redressal and Legal:
Audit grievance redressal logs and track TAT for resolution.
Review allocation and progress of legal cases, including proper documentation and timely
follow-ups.
Ensure proper tagging and closure of customer grievances in line with regulatory
expectations.
6. Accounts and Finance:
Review incentive calculation and disbursement processes for accuracy.
Validate documentation of accounting entries related to customer refunds, penalties, and
reconciliations.
Assist in cross-checking financial reporting inputs from an operational accuracy
standpoint.
7. Human Resources (HR):
Audit onboarding, attendance, and process adherence as per SOP.
Support audit of training programs and measure their effectiveness via operational audit
outcomes.
Keen attention to detail with a strong analytical approach.
Clear understanding of our company’s operations across customer lifecycle.
Effective report writing and presentation skills.
Proficiency in MS Excel, audit tools, and CRM systems.
Strong interpersonal skills to coordinate across departments.
Chinmay Finlease Limited
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