Customer Service Associate

About Creditas Solutions

Creditas Solutions is a prominent contact center and digital collections provider supporting financial organizations throughout India. With offices in Mumbai, Bengaluru, Gurgaon, and Noida, the company offers comprehensive inbound customer service, outbound sales, and collections operations for banks, NBFCs, and fintech lenders, catering to millions of customers. Employing over 650 professionals, Creditas prioritizes ongoing training, innovative technology, and a supportive culture fostering rapid career advancement.

Key Responsibilities

• Professionally handle inbound and outbound customer calls addressing queries involving loan accounts, repayment schedules, EMI dues, and account status.
• Guide customers in understanding their repayment commitments and facilitate timely resolution of outstanding payments.
• Maintain accurate logs of all customer interactions, complaints, and resolutions within the CRM system in accordance with standard operating procedures.
• Promptly escalate unresolved or complex issues to relevant teams or supervisors within designated timeframes.
• Meet daily and monthly performance targets, including call handling duration, resolution rates, and customer satisfaction metrics.
• Comply strictly with the RBI Fair Practices Code and internal compliance policies during every customer interaction.
• Participate actively in daily briefings, training sessions, and team meetings to stay informed about product updates and process improvements.
• Assist with outbound initiatives such as payment reminders, follow-ups, and customer feedback collection as assigned.

Eligibility and Qualifications

• Minimum educational qualification is a graduate degree in any discipline.
• Open to fresh graduates with no prior professional experience required.
• Basic command of English; familiarity with Hindi or any regional language is considered a plus.
• Strong verbal communication skills coupled with active listening ability.
• Customer-centric mindset demonstrating calmness and empathy during interactions.
• Proficiency in using computers for data entry and basic CRM operations.
• Able to handle stressful situations professionally while maintaining composure.
• Willingness to work on a rotational weekly shift schedule including weekends and public holidays.
• High levels of ownership, responsibility, and attention to detail.
• Quick adaptability to evolving processes and readiness to learn continuously.
• Team-oriented with a positive and cooperative attitude.

Work Schedule

• Operation hours: 9:00 AM to 8:00 PM, seven days a week including weekends and public holidays.
• Shift system: Weekly rotational roster with shifts announced seven days in advance.
• One weekly day off assigned on a rotational basis.
• Sample shift timings include mornings from 9:00 AM to 6:00 PM and afternoons from 11:00 AM to 8:00 PM; timings may be adjusted as per business needs.

Compensation & Benefits

The compensation package ranges from ₹15,000 to ₹17,000 per month based on qualifications and assessment outcomes.