Location: Bangalore
About the Team
The Personal Loans team at Navi helps customers access quick, paperless, and fully
digital personal loans - in a simple, fast, and transparent way. The Customer Success
Executive Team works like Virtual Relationship Managers focusing on helping
customers complete their disbursal journey through assistance and guided support over
phone calls.
About the Role
Your focus will be on delivering a seamless, high-quality customer experience by
providing tele-assistance in the loan disbursal journey. As the front line of Navi’s digital
lending experience, you will act as a brand ambassador for the company who ensures
that approved customers successfully complete the disbursal journey.
1. Customer Ownership: Proactively connect with inbound customers who have
loan offers and convert those leads into successful disbursals
2. Journey Assistance: Helping customers navigate digital journey like KYC, bank
mandates etc. to prevent drop-offs and contribute directly to business growth
3. Trust Building: Establish immediate credibility with customers, representing
Navi’s commitment to ethical and transparent lending
4. Problem Solving: Rapidly resolve any customer queries or technical hurdles that
arise during the digital application process
5. Customer Advocacy: Simplify complex financial terms and processes into explicit,
actionable steps that empower the customer to move forward
Here, your voice and ideas matter. Your work makes an impact. Together you will help us
define the future of Navi.
Key Responsibilities
● Convert approved customers into disbursals through call assistance - guiding
them through the digital steps on the app, understanding their needs and
pitching Navi's offering to them accordingly
● Respond quickly to call-back requests and ensure all leads are handled within
defined SLAs
● Log, update, and follow up with customers in the CRM until the journey is
completed or closed
● Explain product terms and digital steps in simple, cle