Key Responsibilities

- Customer Support
- Handle customer queries through email, chat, calls, WhatsApp, social media, and app support.
- Deliver prompt, accurate, and professional resolutions within defined service levels.
- Educate customers about products, processes, policies, and platform features.
- Ensure high customer satisfaction while maintaining empathy and professionalism.
- Complaint Resolution
- Investigate customer concerns thoroughly and provide appropriate resolutions.
- Handle escalations with ownership until closure.
- Coordinate with internal stakeholders, including Operations, Product, Technology, Risk, Finance, and Compliance, to resolve complex issues.
- Ensure all customer grievances are addressed within regulatory timelines.
- Process Compliance
- Adhere to company SOPs, regulatory guidelines, and quality standards.
- Maintain complete and accurate customer interaction records.
- Escalate potential compliance or fraud-related concerns appropriately.
- Operational Excellence
- Meet defined productivity, quality, and SLA metrics.
- Identify recurring customer issues and recommend process improvements.
- Contribute to knowledge base updates and process documentation.




- Participate in UAT and validation whenever customer-facing process changes are introduced.

About Company: LenDenClub is a leading peer-to-peer lending platform that provides an alternate investment opportunity to investors or lenders looking for high returns, with creditworthy borrowers looking for short-term personal loans. With 2 million+ investors on board, the company has become a go-to platform to earn returns in the range of 10%-12%. We offer investors a convenient medium to browse thousands of borrower profiles to achieve better returns than traditional asset classes. Moreover, the organization is safeguarded from market volatility and inflation. LenDenClub provides a great way to diversify your investment portfolio. We have recently raised US$10 million in a Series A round from an association of investors.

With the current round of funding, we are valued at more than US $51 million and now aim to scale up substantially, eyeing a 5X growth in disbursals in the next 18 months. The company has already disbursed more than INR 2500 crore worth of loans in this fiscal alone.

📌 Customer Service Associate in Mumbai, Mumbai
🏢 LenDenClub
📍 Mumbai