Customer Service Officer - Microfinance

Customer Service Officer - MF Customer Service & Relationship Management Attend to customer inquiries and provide information regarding loan products, repayments, and services. Handle customer complaints, requests, and service issues in a timely manner. Build and maintain strong relationships with borrowers and group members. Ensure a high level of customer satisfaction and service quality. Loan Processing & Documentation Assist customers in completing loan application forms and documentation requirements. Verify KYC and other customer documents for accuracy and completeness. Maintain proper records and customer files as per company policy. Coordinate with field staff for collection and verification of customer documents. Operations & Compliance Ensure compliance with company policies, regulatory requirements, and operational guidelines. Support branch operations in maintaining records, registers, and reports. Assist in audit, compliance, and inspection-related activities. Maintain confidentiality of customer information and branch data. Collection & Recovery Support Follow up with customers regarding repayment schedules and overdue installments. Coordinate with field officers to ensure timely collections. Assist in tracking delinquent accounts and customer communication. Support portfolio quality improvement initiatives. MIS & Reporting Prepare daily, weekly, and monthly operational reports. Update customer data and maintain accurate MIS records. Ensure timely submission of reports to branch management. Branch Support Activities Coordinate with Credit, Operations, Sales, and Collection teams. Support customer onboarding and account servicing processes. Assist in organizing customer meetings and awareness programs. Maintain branch administration and customer service records. Required Qualifications Graduate in any discipline. 1–3 years of experience in Microfinance, Banking, NBFC, or Financial Services. Freshers with good communication skills may also be considered. Key Skills Customer Service & Relationship Management Loan Documentation & Verification Communication & Interpersonal Skills Complaint Handling & Resolution MIS & Record Management Basic Computer Knowledge (MS Office) Teamwork & Coordination Attention to Detail