Customer Operations Executive

Company Description

Mera Kal is dedicated to empowering Indian families to achieve their life goals through simple and affordable financial services. Our mission is to expand access to affordable credit for millions of families by leveraging financial assets such as life insurance. We focus on making assets work harder and more efficiently for their holders, building innovative and impactful products and services. Driven by purpose, we aim to redefine financial accessibility in India. Learn more about us by viewing our journey here.

Role Description

This is a full-time hybrid role for a Customer Operations Executive, based in Hyderabad with some work from home flexibility. You'll work closely with the Customer experience and Process Lead to acquire customers, service them and ensure the translation of our purpose into the customer experience of our fintech products. The role involves recording customer lead data, calling customers, collecting and verifying application details, maintaining and circulating MIS reports, coordinating with lenders, and ensuring smooth completion of documentation and follow-ups.

Key Responsibilities

1. Customer Communication & Data Collection:

Call leads generated through various channels. Explain the loan process and collect missing application details. Guide customers on required documents and next steps.

2. Process Coordination & Follow-up:

Assist the customer in physical/digital loan application journey, Coordinate with lenders to ensure cases are progressing smoothly. Track application status, escalate delays, and maintain communication loops between customer and lender.

3. MIS & Reporting

Maintain accurate and updated MIS for all leads, applications, and conversion stages. Circulate daily/weekly MIS reports with internal teams and lenders.

4. Documentation & Compliance

Ensure proper documentation as per company and lender requirements. Maintain organized digital records of all communication and documents received.

Qualifications

• Graduate in any discipline (preferably commerce or finance background)
• 1–3 years of experience in customer calling, operations, or financial services
• Good communication skills in English and Hindi (regional languages are a plus)
• Proficient in Excel, Google Sheets, and maintaining structured MIS
• Basic understanding of financial products or insurance preferred
• Attention to detail, good follow-up skills, and reliability in documentation

About You

• Self-motivated and organized
• Empathetic communicator with a customer-first mindset, ability to understand challenges and gather feedback
• Resilient, able to adapt to change
• Willingness to try new tools and learn on the go

What We Can Offer

• Competitive salary
• Hybrid work schedule office/remote
• Health insurance

You should still consider applying if you don't meet 100% of the above qualifications. We're getting started, and there are many exciting things to learn and build. Join us to create a new kind of fintech.