Job DescriptionLocation: Bangalore
nAbout the Team
nThe Personal Loans team at Navi helps customers access quick, paperless, and fully
ndigital personal loans - in a straightforward, 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.
n
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.
n
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 clear,
nactionable steps that empower the customer to move forward
n
nHere, your voice and ideas matter. Your work makes an impact. Together you will help us
ndefine the future of Navi.
n
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