Key Responsibilities:
- Query Management & Resolution: Handle lender and borrower queries across assigned customer support channels, ensuring accurate, complete, and timely resolutions.
- Customer Journey Support: Assist borrowers with queries related to applications, KYC/onboarding, eligibility, loan status, disbursements, repayments, account-related matters, and loan closure. Support lenders/investors with queries related to accounts, investments/lending transactions, repayments, withdrawals, statements, platform journeys, and other service requests.
- Investigation & Process Adherence: Understand customer concerns, investigate available information, and resolve cases using defined SOPs, internal systems, policies, and available resources.
- SLA & Quality Standards: Consistently meet defined First Response Time (FRT), resolution Turnaround Time (TAT), quality, and productivity targets.
- Professional Customer Communication: Maintain clear, professional, empathetic, and customer-friendly communication while handling financial, transaction-related, and service queries.
- Case Documentation & Categorisation: Accurately categorise and document customer interactions to enable effective tracking, reporting, and analysis.
- Escalation Management: Identify cases requiring deeper investigation or cross-functional intervention and escalate them to the appropriate L2 owner or internal team with complete case details and context.
- Case Follow-up & Ownership: Take ownership of open cases, avoid unnecessary escalations, and follow up with relevant teams to ensure timely resolution while keeping customers appropriately informed.
- Continuous Improvement: Identify recurring customer issues, process gaps, product bugs, and customer friction points, and share observations with senior team members to support improvements in SOPs, knowledge bases, products, and processes.
- Product & Process Knowledge: Maintain updated knowledge of LenDenClub's products, customer journeys, operational processes, policies, SOPs, and customer communication guidelines.
- Compliance & Data Privacy: Handle customer information responsibly and comply with internal confidentiality, data security, and data-protection requirements.
- Cross-functional Coordination: Work closely with the Senior Customer Support Executive and relevant internal teams to investigate and resolve customer concerns efficiently.
Pay: ₹300,000.00 - ₹500,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Ability to commute/relocate:
- Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:
Language:
Work Location: In person
