Loans guide

What to put in your knowledge, what the agent will and won't say to a borrower, and how to write a good opener.

What the agent does for you

Answers borrowers' questions about your loan products: rates, fees, eligibility, documents, amounts, tenure, timelines and repayment options.
Works out an indicative EMI, a prepayment saving, or a balance transfer comparison with built-in calculators, using the borrower's own numbers and the rates and charges on your record.
Runs a soft eligibility check of the borrower's income, age and existing EMIs against your minimum income, age limits and FOIR ceiling, and asks for anything it still needs. It doesn't check credit score, employment type or location.
Hands the borrower to your team when they ask for a person or need something it cannot answer.

Loan products can be personal, home, loan against property, business, auto, gold or education loans.

For each loan product:

Interest rate: as a band, and what decides where in the band a borrower lands.
All charges, each separately and in your own wording with its conditions: processing fee, APR, penal charges, foreclosure and part-payment charges.
Eligibility: income, age, employment type, credit score, any city or pin-code limits, and your FOIR ceiling (the share of income that can go to EMIs).
Documents and process: what is needed and the steps.
Amount and tenure: minimums and maximums.
Timelines: approval and disbursal times.
Repayment flexibility: part-payment, foreclosure, moratorium options.
Collateral for secured loans.
Credentials: registrations and the grievance contact.

Then check the facts, correct anything wrong, and switch them to Checked.

Rates as a band, with what affects the borrower's own rate.
EMIs and savings only from the calculator, never worked out in its head.
The result of the eligibility check as indicative only: "subject to documents and a credit check".
Each charge in your own words, including its conditions. For example "nil for floating-rate loans", not "no foreclosure charge".
"I don't have the processing fee on record, a colleague will confirm" when a fact is missing. It never turns a missing fact into "there is no fee".

Present the lowest rate as the borrower's rate.
Say a borrower is approved, eligible, or will get a loan.
Recall a rate, fee or rule from general knowledge of how lending works. Only your figures are used, except that the eligibility check assumes a 50% FOIR ceiling if yours isn't on record.
Mix up charges: asked about the processing fee, it will not answer with the interest rate.
Sell a balance transfer on rate alone: it compares the fees too.
Congratulate, use exclamation marks, or call a loan an opportunity.

Opening WhatsApp message:

Hi {{1}}, this is {{2}}. Personal loans from ₹50,000 to ₹25 lakh with tenures up to 5 years. Would you like to check your indicative EMI?

What the agent says first, on a call:

Hi {{first_name}}, I'm calling from Acme Finance about our personal loans. Is now a good time for a quick chat?

Tips:

State what you offer, not a promise. Avoid "pre-approved" or "guaranteed" unless that is true for that person.
Do not put a single rate in the opener; rates depend on the borrower.
Ask one easy question at the end.
If you want borrowers told they are speaking to an AI assistant, say so in the opener; nothing about AI is added for you. If you record calls, a one-line recording notice is added after the opener's first sentence.