Customer Care Executive – Fintech Industry

Position Overview:

Job Title: Customer Care Executive – Fintech

Department: Customer Support / Operations

Location: Golf Course Extension Road, Sector 66, Gurugram (Head Office)

No. of Openings: 2

Salary Range: ₹25,000–₹35,000 per month

Experience Required: 2–3 years in Fintech, Banking & NBFC Experience

Preferred Qualification: Minimum Graduate

Preferred/Additional Skills: Past Fintech, Banking & NBFC Experience

Experience Required: 2 -5 Yrs

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Job Purpose:

The Customer Care Executive will act as the first point of contact for customers, handling queries, complaints, and requests related to fintech products and services. The role requires excellent communication, problem-solving skills, and the ability to provide a seamless customer experience while ensuring compliance with financial regulations.

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Key Responsibilities

* Handle inbound and outbound customer interactions via phone, email, chat, or social media.

* Assist customers with onboarding, account creation, KYC, wallet top-ups, transactions, and issue resolution.

* Address queries related to payments, refunds, transaction failures and service usage.

* Escalate complex cases to relevant internal teams (operations, risk, compliance, technical support).

* Maintain accurate records of customer interactions in CRM systems.

* Educate customers about fintech products, new features, and best practices for secure usage.

* Ensure all customer interactions adhere to company policies and regulatory requirements.

* Meet individual and team KPIs, including response time, resolution time, and customer satisfaction scores.

* Provide feedback to product and operations teams to improve customer experience.

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Required Skills & Qualifications

* Bachelor’s degree in Business, Finance, Communications, or related field (preferred).

* 2 - 5 Yrs of experience in customer service, preferably in fintech, banking, or payments industry.

* Strong verbal and written communication skills.

* Ability to handle high-pressure situations with patience and professionalism.

* Familiarity with digital payments, wallets, UPI, cards, or banking processes.

* Proficiency in using CRM software, ticketing tools, and MS Office/Google Workspace.

* Problem-solving mindset with attention to detail.

* Multilingual skills (as per region) will be an added advantage.

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Key Competencies

* Customer-first attitude

* Empathy and active listening

* Time management and multitasking

* Conflict resolution

* Adaptability in a fast-paced fintech environment

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Performance Metrics (KPIs)

* Average Response & Resolution Time

* First Contact Resolution (FCR)

* Customer Satisfaction (CSAT) / Net Promoter Score (NPS)

* Accuracy in query handling and documentation

* Adherence to compliance and security standards

How to Apply:

Please send your resume to madhur@adrianaa.com

or

msg on this number: +91-8010768617

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• Do you have FinTech Industry Experience?
• How much you rate yourself in 0/10 in English communication skills because Excellent communication English required?
• Are you a Immediate Joiner?
• What is your In Hand Salary per month?

Experience:

• Customer Care Executive – Fintech Industry: 1 year (Required)

Location:

• Gurugram, Haryana (Required)

Work Location: In person