Deputy Manager - Education Loan

Location Name: Surat

Job Purpose

Acquire and convert eligible Education Loan customers through compliant counselling, disciplined funnel management, complete documentation, coordinated fulfilment and active ownership of portfolio quality.

Duties And Responsibilities

•  Generate and manage leads from direct, referral, consultant, institution and partner channels.
•  Counsel students and co-applicants on course, country, institution, funding requirement, repayment construct and documentation.
•  Capture complete application data, customer consent and source attribution in approved systems.
•  Collect and validate admission, academic, KYC, income, banking and collateral documents before login.
•  Coordinate with Credit, Operations, Verification and partners to resolve queries and progress files within agreed service levels.
•  Track the lead-to-login, login-to-sanction and sanction-to-disbursement funnel and record lost reasons and corrective actions.
•  Communicate sanction terms, conditions and pending requirements accurately to customers.
•  Maintain compliant selling, customer confidentiality, audit trails and approved communication standards.
•  Support portfolio quality through appropriate sourcing, fraud vigilance and early issue escalation.
•  Support portfolio quality and X-bucket management through pre-due and pre-bounce customer engagement, timely repayment reminders, follow-up on assigned overdue cases and escalation to the Sales Manager and Collections team.
•  Execute assigned activities directly and maintain accurate system records.
•  Escalate customer, documentation, fraud or repayment concerns promptly.
  
  
  

Key Decisions / Dimensions

Decision rights

•  Make day-to-day sales and customer-management decisions within approved policy, process, pricing and delegated authority.
•  Prioritise and allocate customer follow-ups, including portfolio-quality and X-bucket actions, within the assigned scope.
•  Escalate policy deviations, material customer impact, fraud indicators, persistent overdue cases and unresolved dependencies.
•  Commercial, hiring and budget authorities are to be defined in the approved delegation matrix.
  
  
  

Key interactions

Internal Sales, Product, Credit/Underwriting, Risk, Operations, RCU/Fraud Control, Collections, Compliance, Finance, Technology, HR and COE.

External Students, co-applicants, universities, education consultants, DSAs, referral partners and other approved service providers.

Major Challenges

•  Balancing growth, customer experience, turnaround time and portfolio quality.
•  Managing incomplete or inconsistent customer, academic and financial information.
•  Driving timely customer engagement for pre-due, pre-bounce and overdue cases while following approved conduct standards.
•  Coordinating Sales, Collections, Credit, Risk and Operations to address X-bucket and early-delinquency issues.
  
  
  

Required Qualifications And Experience

Graduate. Relevant customer-facing, lending or financial-services experience preferred.

Critical skills and knowledge

•  Education Loan customer counselling
•  Sales execution and relationship management
•  Portfolio-quality and X-bucket management awareness
•  Customer repayment engagement and early-delinquency follow-up
•  Understanding of academic, income and KYC documents
•  CRM/LOS usage and MIS discipline
•  Communication, negotiation and customer orientation
•  Compliance, fraud and customer-conduct awareness
•  Excel, presentation and business MIS capability
•  High standards of integrity and customer confidentiality