Location: Bangalore About the Team The Personal Loans team at Navi helps customers access quick, paperless, and fully digital personal loans - in a straightforward, 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 clear, 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, clear l