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. • Drive cluster portfolio quality through regular review of X-bucket and early-delinquency trends, allocation and monitoring of follow-up actions, root-cause identification and coordinated resolution with Collections, Credit, Risk and Operations. • Translate business plans into cluster execution priorities. • Review team productivity, sourcing quality, controls and capability. • Resolve cross-functional bottlenecks and escalate structural issues with evidence.Key Decisions / Dimensions • 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 or postgraduate with demonstrated experience managing a sales team, geography or lending portfolio. 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
