Subject Matter Expert

Job Description

Job Title: Subject Matter Expert Fintech Department: Fintech Location: Mumbai Reporting To: Lead – Fintech Solutions Employment Type: Full-Time Job Summary: We are seeking a dedicated, empathetic, and detail-oriented Call Centre Agent to join our Fintech team in Mumbai. The ideal candidate will be responsible for managing client communications, handling documentation, and assisting in successful lead conversions. This role is pivotal in ensuring an excellent client experience, from initial interaction to resolution and closure. Key Responsibilities: 1. Client Communication: Handle both inbound and outbound calls with professionalism and courtesy. Understand client needs through active listening and provide effective resolutions. Establish rapport with clients by empathizing with their situations and offering tailored solutions. 2. Documentation Management: Collect and validate client documents as required by internal policies and regulatory guidelines. Maintain accurate, up-to-date, and confidential client records in the system. 3. Lead Management and Closure: Engage with leads to understand their financial service requirements. Follow up regularly to drive lead conversion and ensure a smooth customer journey. Collaborate with sales and operations teams to ensure efficient handover and closure of leads. 4. Customer Support: Serve as the first point of contact for client inquiries, complaints, or service requests. Provide prompt, accurate, and empathetic support to ensure customer satisfaction. 5. Reporting and Feedback: Maintain detailed logs of all customer interactions, issues raised, and outcomes. Provide insights and feedback to the team for process improvements and service enhancements. Qualifications & Skills: Education: Inter CA (Freshers welcome). Experience: Previous experience in customer service, call centers, or a similar client-facing role is preferred. Language Proficiency: Excellent verbal and written communication skills in English and [insert local language, e.g., Hindi/Marathi]. Empathy & Interpersonal Skills: Strong ability to empathize with clients, especially in sensitive financial scenarios. Organizational Skills: High attention to detail for managing documents and tracking leads. Tech Proficiency: Comfortable using CRM tools, telephony systems, and digital platforms for lead and documentation management. What We Offer: A collaborative and inclusive work environment. Exposure to the dynamic and fast-growing fintech sector. Career growth opportunities within the organization. Training and mentorship for skill enhancement.