Key Responsibilities:

- Query Management &
- Resolution:

Handle lender and borrower queries across assigned customer support channels, ensuring accurate, complete, and timely resolutions.

- Customer Journey Support: Assist borrowers with queries related to applications, KYC/onboarding, eligibility, loan status, disbursements, repayments, account-related matters, and loan closure. Support lenders/investors with queries related to accounts, investments/lending transactions, repayments, withdrawals, statements, platform journeys, and other service requests.

- Investigation &

- Process Adherence:

Understand customer concerns, investigate available information, and resolve cases using defined SOPs, internal systems, policies, and available resources.

- SLA &

- Quality Standards:

Consistently meet defined First Response Time (FRT), resolution Turnaround Time (TAT), quality, and productivity targets.

- Professional Customer Communication: Maintain transparent, professional, empathetic, and customer-friendly communication while handling financial, transaction-related, and service queries.

- Case Documentation &

- Categorisation:

Accurately categorise and document customer interactions to enable effective tracking, reporting, and analysis.

- Escalation Management:



Identify cases requiring deeper investigation or cross-functional intervention and escalate them to the appropriate L2 owner or internal team with complete case details and context.

- Case Follow-up &

- Ownership:

Take ownership of open cases, avoid unnecessary escalations, and follow up with relevant teams to ensure timely resolution while keeping customers appropriately informed.

- Continuous Improvement: Identify recurring customer issues, process gaps, product bugs, and customer friction points, and share observations with senior team members to support improvements in SOPs, knowledge bases, products, and processes.

- Product &

- Process Knowledge:

Maintain updated knowledge of LenDenClub's products, customer journeys, operational processes, policies, SOPs, and customer communication guidelines.

- Compliance &

- Data Privacy:

Handle customer information responsibly and comply with internal confidentiality, data security, and data-protection requirements.

- Cross-functional Coordination: Work closely with the Senior Customer Support Executive and relevant internal teams to investigate and resolve customer concerns efficiently.

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits

- Health insurance

- Provident Fund

Ability to commute/relocate

- Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education

- Bachelor's (Required)

Language

- English (Required)

Work Location: In person

📌 Customer Support Executive (CSE) (Malad)
🏢 LenDenClub
📍 Malad