Customer Experience Manager- HEL

About Auxilo:

Auxilo Finserve Pvt. Ltd. is a leading NBFC focused on empowering students and educational institutions through customized financial solutions. We offer digitally-enabled education loans ranging from 20,000 to 10,00,000, making access to quality education simpler, faster, and more inclusive.

Role Overview:

As a Customer Service Executive, you will play a key role in guiding customers through their loan journey. You will assist in completing digital loan applications, enter details into our Loan Origination System (LOS), and ensure a smooth experience from onboarding to disbursal.

Key Responsibilities:

• Guide students and parents through the digital education loan process.
• Collect, verify, and upload necessary documentation into the Loan Origination System (LOS).
•  Handle inbound and outbound calls, WhatsApp, and email support to resolve customer queries.
• Follow up with applicants to ensure high conversion and reduce drop-offs.
• Coordinate with internal teams to ensure timely processing and disbursal.
• Explain loan eligibility, features, and documentation in a clear and simple manner.
• Ensure compliance with RBI digital lending guidelines and company standards.
• Provide real-time status updates to stakeholders and escalate issues as needed.

Skills & Qualifications:

•  13 years of experience in customer service, loan operations, or BFSI/Edtech domains.
•  Fluent in English and Hindi (additional regional languages are a plus).
•  Basic understanding of loan documentation, VKYC, and LOS platforms.
• • Strong communication skills with a customer-first approach.
• • Comfortable using CRM tools, Excel, and digital loan interfaces.
• • Graduate in any discipline (Commerce or Finance preferred).

What We Offer:

• • Opportunity to work with a fast-growing digital lending company.
• • Performance-based incentives linked to loan conversions.
• • Training on LOS systems, VKYC, and regulatory compliance.
• • Collaborative and mission-driven work environment.