Note: Hiring on behalf of our client

Role OverviewKredit.Pe is looking for curious, customer-first Contact Center executives who want to build a long-term career in fintech. You will resolve credit card, UPI payment and loan queries across voice, chat and email and also learn how digital payments work from the inside.

If you enjoy solving problems, picking up new products quickly and asking "why" behind every customer issue, this role is built for you.

Detail Requirement

- Department: Customer Experience / Operations
- Experience: 1–3 years in a banking or fintech contact center
- Channels: Inbound/outbound voice, live chat, email
- Work week: 6 days, rotational weekly off
- Shifts: Rotational (morning, general, evening; weekends and holidays as rostered)

Why Join Kredit.Pe

- Learn fintech end to end: Hands-on exposure to credit cards, UPI, digital lending, KYC and fraud prevention.
- Structured learning: Product and process training at onboarding, plus regular refreshers as new products launch.
- Coaching, not just monitoring: Weekly coaching to sharpen your communication and problem-solving.
- Visible growth path: Performers move into Senior Agent, Quality Analyst, Process Design, Trainer or Team Leader roles.
- Your ideas count: Frontline insights on customer pain points feed directly into product and process improvements.

Key ResponsibilitiesVoice

- Handle inbound and outbound calls on credit card applications, statements, card activation/blocking, UPI and payment failures, loan queries and refunds.
- Authenticate every caller per bank security protocols before sharing account information.
- Handle escalated and dissatisfied customers calmly; de-escalate and resolve on first contact wherever possible.

Chat

- Manage 3–5 concurrent live chats with accurate, well-written and timely responses.
- Follow approved templates while personalising replies to each customer's issue.

Email





- Respond to customer emails within the defined turnaround time (TAT) in clear, grammatically correct business English.
- Draft resolution emails for complaints, disputes, chargebacks and service requests.

Across all channels

- Log every interaction, disposition and ticket accurately in the CRM.
- Raise and track service requests and complaints until closure; escalate per the escalation matrix.
- Identify fraud indicators (phishing, account takeover, suspicious transactions) and route them immediately to the fraud/risk team.
- Meet KPIs: AHT, FCR, CSAT/NPS, quality score, TAT and schedule adherence.
- Cross-sell or up-sell relevant products (credit cards, loans) where the process requires it.
- Keep learning: stay current on new products, process updates and regulatory guidelines, and share recurring customer issues with your team lead.

Required Experience & QualificationsMandatory

- Minimum 1 year of contact center experience in a banking, NBFC, payments or fintech process.
- Tamil Language proficiency
- Hands-on experience in all three channels: voice, chat and email.
- Willingness to work 6 days a week with a rotational off and rotational shifts, including weekends and public holidays.

Preferred

- Knowledge of banking products: credit cards, UPI payments, loans, wallets and fixed deposits.
- Exposure to KYC, dispute/chargeback handling, collections or fraud-alert processes.
- Working knowledge of CRM and ticketing tools (Zoho, Freshdesk, Zendesk or similar).
- Proficiency in Tamil language.

Work ScheduleThis is an extended-hours customer support role; candidates must be versatile with timings.

- Working days: 6 days a week (approx. 9 hours per shift, including breaks).
- Weekly off: 1 rotational day off, assigned per the weekly roster; may fall on a weekday.
- Shifts: Rotational across morning, general and evening shifts, as per business requirement.
- Weekends and holidays: Working on Saturdays, Sundays and public holidays as rostered.

Compensation: Rs. 30000/month

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