Basic Home Loan - Call Center Lead

Roles & Responsibilities:

- Handling the Large Team

- Target achievement

- Must have home loan knowledge

- Follow-up with team Prospecting with suspect leads. A suspect is a person who has still not decided on taking a loan.

- Converting a suspect to a prospect. This involves the following:

- Establishing contact with the prospect could involve several calls and may need a call at a time beyond office hours.

- This will also involve making calls at different times to succeed.

- Need Analysis

- Eligibility Profiling

- Setting up an appointment

- Follow up with the prospect post every meeting with the sales officer until conclusion

- Basis feedback from the prospect, seek interventions from the senior sales resource or by your own-self in satisfying customer needs with the objective of converting the prospect to a customer

- Responsible for conversion of suspects to prospects to customers

- Provide support to the sales team in increasing conversions by:

- Prompt calling to all suspects / prospects

- Timely follow up with all prospects

- Cordial relationships with the sales officer mapped, collaborating with the sales officer in providing feedback, seeking feedback from him on your performance

- Responsible for complete knowledge of company products and policies as well as those of competition

- Responsible for quality of the conversation, which entails the following:

- Accuracy

- Product Knowledge

- Appraisal Skills

- Punctuality & TOS

- TAT commitments

- Ability to handle objections

- Updating the software.

You must capture your conversation with the customer effectively such that a third person is able to carry on the conversation with the customer where you left off.

- Generating References: The quality of your conversation and your ability to connect with the customer is also reflected in the number of references that you generate.

- Providing market feedback to the supervisor:

- It is important to share with your supervisor any trends that you come across whilst speaking to a prospect. Examples could be objections from prospects regards the processing fee being charged by us vis- vis the same being charged by a specific competitor.