Customer Success Executive

Job description

**Customer Success Executive - Personal Loan** **Location: Bangalore** **About the Team** The Personal Loans team at Navi helps customers access quick, paperless, and fully digital personal loans - in a simple, fast, and transparent way. The Customer Success Executive Team works like Virtual Relationship Managers focusing on helping customers complete their disbursal journey through assistance and guided support over phone calls. **About the Role** Your focus will be on delivering a seamless, high-quality customer experience by providing tele-assistance in the loan disbursal journey. As the front line of Navis digital lending experience, you will act as a brand ambassador for the company who ensures that approved customers successfully complete the disbursal journey. **Key Responsibilities** - Convert approved customers into disbursals through call assistance - guiding them through the digital steps on the app, understanding their needs and pitching Navi's offering to them accordingly - Respond quickly to call-back requests and ensure all leads are handled within defined SLAs - Log, update, and follow up with customers in the CRM until the journey is completed or closed - Explain product terms and digital steps in simple, clear language - Collaborate cross-functionally with Product, Tech or Customer Support teams to resolve blockers and improve the customer experience - Surface insights and feedback on why customers delay or drop off during the disbursal process **Must Haves** - Education: Graduate in any discipline - Experience: 1-3 years of experience in inbound telesales, or customer success, or any direct customer facing role; preferably in tech or financial services. - Language Skills: Fluency in English and Hindi - Communication: Empathetic listening and clear articulation - Tech Readiness: Knowledge of CRM tools, dialers, and app-based journeys - Customer-First Mindset: Ethical, detail-oriented, and motivated to deliver a high-quality customer experience