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 Navis digital lending experience, you will act as a brand ambassador for the company who ensures that approved customers successfully complete the disbursal journey.
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 language
- Collaborate cross-functionally with Product, Tech or Customer Support teams to resolve blockers and improve the customer experience
- Surface insights and feedback on why customers delay or drop off during the disbursal process
Must Haves
- Education: Graduate in any discipline
- Experience: 1-3 years of experience in inbound telesales, or customer success, or any direct customer facing role; preferably in tech or financial services.
- Language Skills: Fluency in English and Hindi
- Communication: Empathetic listening and explicit articulation
- Tech Readiness: Knowledge of CRM tools, dialers, and app-based journeys
- Customer-First Mindset: Ethical, detail-oriented, and motivated to deliver a high-quality customer experience