Customer Care Executive

Customer Care Executive

Business

Financial Services

Unit

Aditya Birla Capital Limited

Location

Across branches in India

Source customers, manage leads, deliver front-desk service, handle walk-ins, perform documentation checks and system transactions, and support branch operations and hygiene.

2) Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.  

New Relationship

(Max 254 Characters) 

Create positive first impressions for new customers at the branch, develop local connects to support branch acquisition and renewals

Managing Existing Relationship

(Max 254 Characters) 

Support existing customers with service requests and renewals.

Structuring new Transactions

(Max 254 Characters) 

Verify forms, KYC and system entries; prepare files for BM/ABM review.

Compliance of regulatory guidelines

(Max 254 Characters) 

Maintain documentation hygiene and audit readiness for service records.

Portfolio monitoring

Assist with renewal reminders and basic MIS.

Organization Context

Aditya Birla Capital Limited (NBFC) is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABCL is one of the top private diversified NBFCs in India. As of 31-Sep’25, ABCL has a pan-India presence with a lending book of approx. Rs. 139,500 Crores.

ABCL offers end-to-end lending solutions to a diverse set of customers - Retail, HNI, MSMEs, and Mid & Large Corporates through secured as well as unsecured loan products. The diverse range of lending products includes Retail Small Ticket Secured and Unsecured Loans, Unsecured Personal Loans, Unsecured Business Loans, Health & Education Loans, Digital B2B2C and B2B2B Small Ticket Loans, Small Business Secured Loans, Loans Against Property (LAP), Lease Rental Discounting (LRD), Construction Finance (to Real Estate Developers), SME Loans, Capital Markets Loans (Loan Against Shares), Supply Chain Finance, Mid and Large Corporate Loans, and Infrastructure Finance loans. ABCL also has a Wealth Management division.

ABCL is rated “AAA” by India Ratings, ICRA and CARE (reaffirmed in 2020). ABCL secured the ABG Business Excellence Award in 2017 (Silver), and 2015 (Bronze), and multiple other Awards on forums like CII.

Business Context

Gold Loans is a key secured lending product with high volume, fast turnaround expectations and requires strict discipline in risk, valuation, purity testing, and customer trust management.

Job Context:

Source customers, manage leads, Deliver front-desk service, handle walk-ins, perform documentation checks and system transactions, and support branch operations and hygiene.

Key Challenges:

·      Managing peak footfall while maintaining TAT and accuracy.

·      Ensuring complete KYC and record keeping.

·      Handling sensitive queries with clarity and professionalism

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

New Customer Acquisition

Assist walk-ins & onboarding.

New Customer Disbursement

Verify documents & entries.

Cross-Sell Enablement

Guide customers to correct options.

Interest & Collections Support

Reminders & communication.

Customer Service Excellence

Manage front desk & complaints.

Lead Generation

Capture leads & referrals.

Operational Accuracy

Error-free KYC & system work.

Mandatory Modules

Complete training modules.

No Direct reports

Internal

Branch Manager/ABM

Daily

Service operations, exceptions and escalations.

Valuer/GLO

Daily

Customer flow, documentation and TAT coordination.

External

Customers

Daily

New customer disbursement, service, renewals and queries.

Facility/Security Vendors

Need-based

Branch upkeep and safety protocols (non-gold handling).