About Finzen Fintech

Finzen Fintech is building India’s most trusted retail-lending distribution engine. We connect borrowers, DSAs, and lenders to deliver paper-light onboarding, intelligent policy checks, and rapid disbursals. We operate under a Master DSA structure with real-time payout visibility and rigorous compliance.

Role Purpose

Deliver a delightful, compliant, and resolution-first experience to retail-loan customers and channel partners through every step of the journey - pre-login → login → sanction → disbursal → post-disbursal while meeting service SLAs and quality standards.

Key Responsibilities1) Customer Handling & Resolution
- Provide clear guidance on eligibility, documentation, and policy for PL/BL/LAP/HL; manage status updates proactively.
- Log, triage, and resolve tickets within SLA using CRM and ticketing tools.
- Conduct welcome, status, and pre-disbursal calls; schedule CPV/TPV and coordinate with vendors where applicable.

2) File Hygiene & Process Orchestration
- Validate KYC, income documents (banking/ITR/GST), property docs (for LAP/HL),



and ensure pendencies are cleared.
- Liaise with Credit, Sales, Operations, and Lender RMs to remove bottlenecks and reduce TAT.
- Track disbursal packs, agreements, e-NACH/ESI mandates, and ensure error-free handover to Ops/Lenders.

3) Compliance & Data Privacy
- Ensure adherence to RBI Fair Practices Code, KYC/AML, Do‑Not‑Call consent, and DPDP Act norms.
- Follow scripts, disclosures, and grievance redressal workflows; maintain accurate call/interaction records for audits.

4) Customer Experience & Quality
- Drive CSAT/NPS through empathetic communication and solutioning.
- Participate in call calibrations and quality audits; contribute to knowledge‑base articles, FAQs, and SOP improvements.
- Capture Voice‑of‑Customer (VOC) and relay insights to Product/Policy teams for continuous improvement.

5) Cross-Functional Coordination
- Work with Sales/DSA partners for document readiness; with Collections

📌 Customer Service Executive (Mumbai)
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