Deputy Manager - Education Loan

Location Name: Thiruvananthapuram 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