Department: Operations
Management Grade: M1
Reports To: Branch Manager-Operations
Location(s): West Bengal, Assam, Bihar, Jharkhand, Orissa, Uttarakhand, Sikkim, Tripura
Position Summary: CSR is responsible in developing business, maintain the portfolio quality as per the standard, Collection from Customer and shall assist the Branch Manager to achieve the overall Branch operational targets and objectives.

Key Responsibilities:

The CSR is accountable for the following:

  • To originate loan
  • To follow‐up and recovery of loan
  • To arrange technical assistance and support services to the customers.
  • To maintain zero default status of loan as originated by him/her at the concerned branch
  • To develop business

The nature of work of the Customer Service Representative (CSR) involves handling cash and other financial documents, on behalf of VFSPL, or any one or more of its constituent companies or customers thereof, including:

The cash handled for loan disbursements, loan repayments, deposits collected, deposit repayments, service charges, loan processing fee, technical support charges and any other fees collected or refunded and any other such amounts belonging to VFSPL;

The amount of advance availed by the CSR which is in excess of his service charges as may be specified from time to time, and any other loan or advance taken by the CSR from VFSPL or any of its collaborating agency or any of its customers;

The Customer Service Representative (CSR) shall be unconditionally responsible for the careful handling of all aforesaid financial resources, including cash and repayment of any amount due to VFSPL. The CSR shall remit all the cash collected from the Company’s customers to the Company’s bank account or purchase demand draft in favour of the Company or hand over the cash to the office or to Credit Executive and take acknowledgements for the transaction on a day‐to‐day basis.

The CSR can take decision to provide loan to any specific customer based on his/her assessment on the concerned person as per the policy of the organization if necessary.

Basic Competencies (Knowledge, Skills and Behaviours) and Qualifications Required:

Educational Qualification +12/Graduate in any stream
Experience Fresher. 0‐ 2 years in similar industry;
Functional Skills and Knowledge

i) Basic numerical ability

ii) Good Communication Skill in Local Language

iii) Good Communication Skill in Local Language

iv) Computer Skills‐MS Office

v) Fluent in local language

Basic Behavioural Skills required

Communication– Seeks and shares information, ideas and thoughts with clarity and in a logical manner. Listens and responds to others’ effectively. Builds trust with clients and team.

Customer Focus – Understands and responds to customer needs, builds and maintains rapport with customers; communicates actively with the customer. Strong customer advocate.

Problem Solving – Grasps new concepts and information, understands and interprets facts and figures related to daily work, provides solutions to simple day to day problems.

Self Management Skills (Result Orientation)– Manages and organizes work to meet commitments and deadlines (often under pressure), aligned with the expected standards of quality and productivity.

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