Job Description

The Field Executive will be a key member of the Personal Loan-Hardship Assistance Unit, working directly with customers to assess their financial situations and provide tailored solutions. This role involves building strong relationships with customers, understanding their needs, and offering guidance and support throughout the hardship assistance process. The executive will collaborate with the bank's internal teams to ensure a seamless and efficient service.

• Conduct thorough financial assessments of customers' situations to determine eligibility for hardship assistance.
• Offer personalized solutions and guidance to customers, explaining available options and potential outcomes.
• Maintain regular communication with customers, providing updates and ensuring a high level of customer satisfaction.
• Collaborate with internal teams, including credit and collections, to develop and implement effective assistance plans.
• Document and maintain accurate records of customer interactions, ensuring compliance with bank policies and regulations.
• Identify and address any potential risks or issues, and escalate them to the relevant teams as needed.
• Stay updated on industry trends, regulations, and best practices related to personal loan hardship assistance.
• Participate in training and development programs to enhance skills and knowledge in customer service and financial assistance.
• Represent the bank professionally and positively, upholding its values and reputation in the community.
• A bachelor's degree in a relevant field, such as finance, business, or economics, is preferred.
• Minimum 2 years of experience in a customer-facing role, preferably in the banking or financial services industry.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Empathy and a genuine desire to help individuals facing financial challenges.
• Analytical skills to assess financial situations and make informed decisions.
• Proficiency in Microsoft Office or similar software for documentation and record-keeping.
• Ability to work independently and manage a caseload effectively.
• Flexibility to adapt to changing customer needs and bank policies.
• Excellent organizational skills and attention to detail.
• A commitment to continuous learning and professional development.