Customer Success Manager Company: Lark Finserv Private Limited

Location:
Noida, Uttar Pradesh Employment Type: Full-time

Experience:
3+ Years About Lark Finserv: Lark Finserv Private Limited is a Noida-based fintech that helps investors get credit against their investments. We operate a Digital Lending Application as a Loan Service Provider (LSP): we do not lend ourselves. Loans are sanctioned by RBI-regulated NBFCs and banks, including Bajaj Finance and DSP Finance. Lark Money is our mobile app. Customers pledge their mutual funds or shares and get a credit line in minutes, without selling their investments. Role Summary: You will be the customer's single point of contact on Lark Money. You will call leads and customers, walk them through the app, resolve their doubts, and take each application through to disbursal. After disbursal, you will handle their service requests and follow-ups so they keep using Lark Money and recommend it to others. You will own case closure: a case is yours until it is disbursed, dropped with a clear reason, or resolved.

Key Responsibilities
Client calling and engagement
• Call inbound and outbound leads (app sign-ups, website enquiries, affiliate and campaign leads) within agreed turnaround times.
• Explain loans against mutual funds and shares in simple terms: eligibility, loan-to-value, interest, charges, tenure and repayment, as disclosed in the Key Fact Statement.
• Understand each customer's need and position Lark Money honestly, with no mis-selling or promises outside lender policy. App assistance
• Guide customers step by step through the Lark Money app: sign-up, KYC, portfolio fetch, pledging securities, eSign, eMandate and drawdown.




• Troubleshoot common issues (OTP failures, KYC mismatches, pledge or lien errors, mandate failures) and escalate technical bugs to the product team with clear details. Case closure
• Own each assigned case from lead to disbursal; track status daily and remove blockers.
• Coordinate with lending partners' operations teams on documents, approvals and disbursal.
• Close every case with a clear outcome: disbursed, dropped (with reason) or on hold (with next date). Client support and follow-up
• Handle post-disbursal requests: limit enhancement, additional drawdown, repayment, interest queries, statements, unpledge and foreclosure.
• Follow up on incomplete applications, pending documents, upcoming dues and renewals.
• Resolve complaints within TAT and escalate per the grievance redressal process. Reporting and compliance
• Log every call, note and status update in the CRM on the same day.
• Share daily and weekly reports on calls, conversions, pending cases and drop-off reasons.
• Follow RBI Digital Lending Guidelines, fair practices code and data privacy rules on every interaction.
• Feed customer insights back to product and marketing to improve the app and the journey. Must have skills and

experience:
• 3+ years in a lending company (NBFC,



bank, fintech lender or loan DSA) in sales, customer service, tele-sales or relationship roles.
• Proven track record of taking loan cases from lead to disbursal.
• Working knowledge of the loan process: KYC, credit checks, documentation, sanction, disbursal, EMI or interest servicing and foreclosure.
• Excellent spoken Hindi and English; clear, patient and persuasive on the phone.
• Comfortable handling 60–80 calls a day and a pipeline of active cases.
• Confident with smartphones and apps, able to guide a customer through an app over the phone.
• Experience with CRM tools and Excel or Google Sheets for tracking and reporting.
• Graduate in any discipline. Positive to have

skills:
• Experience in loans against securities, mutual funds or shares, gold loans, or personal loans from a digital lender.
• Understanding of mutual funds, demat accounts, CAMS / KFintech and depository pledge processes.
• NISM certification (Mutual Fund Distributors or Securities Operations) or IRDA / AMFI exposure.
• Familiarity with WhatsApp Business, dialler software and CRMs such as LeadSquared, Salesforce, Zoho or Freshdesk.
• Knowledge of an additional regional language. Why join us:
• Work on a product customers genuinely need: credit without selling their investments.
• Attractive incentives linked to disbursals and customer outcomes, on top of fixed pay.
• Learn digital lending and capital markets from founders with decades in the industry.
• A small, fast-moving team where good performers grow quickly into team lead roles.

📌 Customer Success Manager (New Delhi)
🏢 LARK FINSERV- THE LAS
📍 New Delhi