Location: Prabadevi/Parel, Mumbai

What your day looks like:

Customer support & query resolution:

- Respond to customer inquiries via phone, email, or chat related to loan applications, disbursements, repayments, and account status.

- Provide accurate information on loan products, terms, and conditions.

- Resolve customer issues or complaints regarding loan processing, disbursement, repayment, and other service-related issues (If any).

Customer Relationship Management:

- Develop and maintain strong relationships with customers to ensure satisfaction.

- Serve as a point of contact for any customer queries related to loans, payments, or issues.

- Proactively monitor customer accounts to identify potential problems and offer timely solutions.

Issue Resolution:

- Handle customer complaints and disputes in a timely and professional manner.

- Collaborate with internal teams (e.g., credit, operations, and collections) to ensure customer issues are resolved effectively.

- Escalate complex issues to senior management when required.

Collaboration with Internal Teams:

- Work closely with credit, risk, and collections teams to ensure a cohesive customer experience.

- Share insights and feedback from customers to help improve loan products and services.

Customer Feedback and Continuous Improvement:

- Record and analyse customer feedback to identify trends or common issues.

- Conduct follow-up calls or emails to ensure customer satisfaction and retention.

- Adhere to company policies, industry regulations, and compliance guidelines to ensure a high standard of customer service

What are we looking for:

- Bachelor's degree preferably in Finance, or related field.

- 4-5 years of experience in customer success, preferably in the financial services, Fintech or Lending industry.

- Strong communication skills (both verbal and written).

- Ability to handle high-pressure situations and manage multiple priorities.

- Good understanding of financial products, especially loans and credit products.

- Proficient in CRM tools, Loan management and customer management software.

- Problem-solving mindset and customer-oriented approach.

- Fluency in English and local languages as needed.

- Strong analytical and data interpretation skills.

- Knowledge & update of RBI regulation & other financial norms.