About Finzen Fintech
Finzen Fintech is building India’s most trusted retail-lending distribution engine. We connect borrowers, DSAs, and lenders to deliver paper-light onboarding, intelligent policy checks, and fast disbursals. We operate under a Master DSA structure with real-time payout visibility and rigorous compliance.
Role Purpose
Deliver a delightful, compliant, and resolution-first experience to retail-loan customers and channel partners through every step of the journey - pre-login → login → sanction → disbursal → post-disbursal while meeting service SLAs and quality standards.
Key Responsibilities1) Customer Handling & Resolution
· Own incoming queries via phone, email, WhatsApp/in-app chat; maintain First Contact Resolution (FCR) focus.
· Provide clear guidance on eligibility, documentation, and policy for PL/BL/LAP/HL; manage status updates proactively.
· Log, triage, and resolve tickets within SLA using CRM and ticketing tools.
· Conduct welcome, status, and pre-disbursal calls; schedule CPV/TPV and coordinate with vendors where applicable.
2) File Hygiene & Process Orchestration
· Validate KYC, income documents (banking/ITR/GST), property docs (for LAP/HL), and ensure pendencies are cleared.
· Liaise with Credit, Sales, Operations, and Lender RMs to remove bottlenecks and reduce TAT.
· Track disbursal packs, agreements, e-NACH/ESI mandates, and ensure error-free handover to Ops/Lenders.
3) Compliance & Data Privacy
· Ensure adherence to RBI Fair Practices Code, KYC/AML, Do‑Not‑Call consent, and DPDP Act norms.
· Follow scripts, disclosures, and grievance redressal workflows; maintain accurate call/interaction records for audits.
4) Customer Experience & Quality
· Drive CSAT/NPS through empathetic communication and solutioning.
· Participate in call calibrations and quality audits; contribute to knowledge‑base articles, FAQs, and SOP improvements.
· Capture Voice‑of‑Customer (VOC) and relay insights to Product/Policy teams for continuous improvement.
5) Cross-Functional Coordination
· Work with Sales/DSA partners for document readiness; with Collections on early‑bucket (0–30 DPD) handoffs without solicitation.
· Support micro‑campaigns (rate changes, festive offers) with compliant messaging and accurate policy explanation.
What Success Looks Like (30/60/90 Days)
· 30 Days: Process-certified; achieves ≥95% CRM hygiene; meets AHT/SLA; positive QA scores.
· 60 Days: FCR uplift vs. baseline; <2% repeat complaint rate; TAT reduction through proactive follow‑ups.
· 90 Days: Consistent CSAT ≥90%, NPS trending positive; independently handles complex cases and trains peers.
Specific numeric targets will be finalized during onboarding, aligned to product mix and seasonality.
KPIs
· FCR %, CSAT %, NPS, AHT (mins), SLA compliance %
· Repeat contact % / Re‑open rate, Ticket backlog & aging, Escalations resolved within TAT
· Documentation accuracy %, Audit exceptions
· TAT (login→sanction, sanction→disbursal) influence metrics
Must‑Have Qualifications
· 1–4 years’ experience in customer service for retail loans with a Bank/NBFC/Fintech/DSA.
· Strong communication in English, Hindi, and Marathi; high empathy with assertive clarity.
· Working knowledge of loan processes (PL/BL/LAP/HL), KYC/AML, and basic underwriting checkpoints.
· Proficiency with CRM, ticketing tools, MS Excel/Google Sheets; comfortable with telephony systems.
· Documentation rigor and comfort working with targets & SLAs.
Good‑to‑Have
· Exposure to Account Aggregator flows, e‑KYC, bank statement analyser’s, and LMS/LOS systems.
· Experience in grievance redressal and regulator‑facing documentation.
· Fintech startup experience or multi‑lingual capability beyond Marathi (e.g., Gujarati/Kannada).
Behavioral Competencies
· Customer‑obsessed: listens deeply, resolves decisively.
· Process‑driven: disciplined with SOPs, loves checklists, zero tolerance for pendencies.
· Problem‑solver: anticipates issues, escalates smartly, communicates proactively.
· Team player: collaborates across Sales, Credit, Ops, and Product.
Work Model & Hours
· Work from Office (Mumbai HQ). 6‑day working model per business calendar.
· Occasional extended hours during month‑end/quarter‑end and campaign periods.
Compensation & Benefits
· Competitive fixed + performance incentives linked to service KPIs.
· Transport reimbursements as per policy; learning & development budget.
· Fast‑paced, growth‑oriented environment with clear progression to Senior CSE / Team Lead.
How to Apply
Email your resume to [email protected] subject:
“Customer Service Executive – Retail Loans | Mumbai | ”. In your email, share a short note on your best CSAT improvement story and the metrics it moved.
Equal Opportunity Statement
Finzen Fintech is an equal opportunity employer. We value diversity and are committed to an inclusive workplace.
If you can turn complex loan queries into simple, reassuring answers, while keeping us 100% compliant, we’d love to meet you.
Job Type: Full-time
Benefits:
- Cell phone reimbursement
Language:
- English (Preferred)
- Hindi (Preferred)
Work Location: In person
Speak with the employer
+91 9967691565
