Customer Service Executive- Applications Processing

*Key Responsibilities *

Application Intake & Processing

– Receive and log all inbound applications for GoFurther (TNPL) and GoBuild (Business Loans) across all

channels — email, WhatsApp, CRM, and partner portals

– Review each application for completeness — check that all required fields are filled and all supporting

documents are present

– Classify applications correctly by product type, applicant category, and loan amount band

– Enter missing application data accurately into Mihuru's systems and CRM (Bitrix24) with zero tolerance for data errors

Document Verification & KYC Checks

– Collect and verify KYC documents (where missing)

— Aadhaar, PAN, GST registration, IATA accreditation,

bank statements, and ITRs as applicable

– Check documents for completeness, legibility, and consistency — flag discrepancies immediately

– Follow Mihuru's document checklist for each product type; ensure no application moves forward with incomplete documentation

– Coordinate with applicants via WhatsApp, email, or phone to collect missing or corrected documents — follow up systematically until resolved

Applicant Communication & Query Handling

– Be the first point of contact for applicants after submission — acknowledge receipt, communicate next steps, and set clear timelines

– Respond to status enquiries promptly and professionally across WhatsApp, email, and phone

– Explain product features, eligibility criteria, and documentation requirements clearly to applicants who have questions

– Manage applicant expectations during the review process; escalate frustrated or time-sensitive cases appropriately

Credit & Underwriting Coordination

– Prepare clean, complete application packages and hand them off to the credit/underwriting team with a clear summary

– Track application status through the credit pipeline — follow up internally to ensure no application is stuck or delayed

– Communicate credit decisions (approvals, rejections, or requests for additional information) back to applicants in a timely, professional manner – Collect and submit additional information or documents requested by the underwriting or lending partner teams.

TAT Management & SLA Adherence

– Own turnaround time (TAT) for your application queue — ensure no application breaches defined SLAs

without a valid reason

– Maintain a live tracker of all applications in process, their current stage, pending actions, and expected

closure dates

– Flag any backlogs, bottlenecks, or capacity issues to the Operations Lead proactively

Disbursement & Post-Approval Support

– Coordinate with the credit and lending partner teams to ensure approved loans are disbursed correctly and

on time

– Confirm disbursement details with applicants and resolve any post-approval queries

– Support the collection of post-disbursement documents or confirmations where required

Records, Compliance & Reporting

– Maintain meticulous records of every application — status, actions taken, documents received, and communications sent

– Ensure all processes comply with Mihuru's internal policies and applicable regulatory requirements (KYC/AML norms)

– Generate daily and weekly MIS reports on application volumes, TATs, approval rates, and pending cases

– Flag any patterns of recurring errors, missing document types, or applicant confusion to the team for process improvement