Job DescriptionLocation: Bangalore
nAbout the Team
nThe Personal Loans team at Navi helps customers access quick, paperless, and fully
ndigital personal loans - in a simple, fast, and transparent way. The Customer Success
nExecutive Team works like Virtual Relationship Managers focusing on helping
ncustomers complete their disbursal journey through assistance and guided support over
nphone calls.
nAbout the Role
nYour focus will be on delivering a seamless, high-quality customer experience by
nproviding tele-assistance in the loan disbursal journey. As the front line of Navi's digital
nlending experience, you will act as a brand ambassador for the company who ensures
nthat approved customers successfully complete the disbursal journey.
n1. Customer Ownership: Proactively connect with inbound customers who have
nloan offers and convert those leads into successful disbursals
n2. Journey Assistance: Helping customers navigate digital journey like KYC, bank
nmandates etc. to prevent drop-offs and contribute directly to business growth
n3. Trust Building:
Establish immediate credibility with customers, representing
nNavi's commitment to ethical and transparent lending
n4. Problem Solving: Rapidly resolve any customer queries or technical hurdles that
narise during the digital application process
n5. Customer Advocacy: Simplify complex financial terms and processes into explicit,
nactionable steps that empower the customer to move forward
nHere, your voice and ideas matter. Your work makes an impact. Together you will help us
ndefine the future of Navi.
nKey Responsibilities
n● Convert approved customers into disbursals through call assistance - guiding
nthem through the digital steps on the app, understanding their needs and
npitching Navi's offering to them accordingly
n● Respond quickly to call-back requests and ensure all leads are handled within
ndefined SLAs
n● Log, update, and follow up with customers in the CRM until the journey is
ncom