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Associate Manager

4 months ago

jamnagar, India Navi Full time

About Navi

Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.


Founders: Sachin Bansal & Ankit Agarwal


Know what makes you a “Navi_ite” :

1.Perseverance, Passion and Commitment

• Passionate about Navi’s mission and vision

• Demonstrates dedication, perseverance and high ownership

• Goes above and beyond by taking on additional responsibilities

2.Obsession with high quality results

• Consistently creates value for the customers and stakeholders through high quality outcomes

• Ensuring excellence in all aspects of work

• Efficiently manages time, prioritizes tasks, and achieves higher standards

3.Resilience and Adaptability

• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility


Description of the role:

  • Communicating with the team and understanding the field investigation /audit requirements
  • Conducting in-depth field audit on various appointed cases on field
  • Conducting interviews & assessment with Employee/vendors on potential cases
  • Aid the team in developing & assisting them on strategies for field planning & visit
  • Analyze data trends and identify new fraud triggers which can be used by the team for fraud identification through field visits
  • Gather market intelligence from field audits based on customer interactions and location connect to identify & apply sampling to identify cases for fraud detection
  • Manage investigations and deliver on quality investigation report
  • Monitoring suspect activities identified at the time of field visits
  • Recording victim and suspect statements
  • Prepare a learning note from each completed customer interaction and identify new triggers to be applied for customer data sampling
  • Follow up on the pending cases which are marked under follow up
  • Adhere to laid down internal policies, procedures, and processes for customer interactions and preliminary investigations


Skills required to succeed in this role:

  • Experience of Field investigation/Audit roles
  • Excellent verbal communication and interpersonal skills with a collaborative management style
  • Patience and perseverance. Should be proactive and skilled in objection handling. Multi linguistic North and South languages (should be able to converse confidently with customers in the local language)
  • Entrepreneurial mind-set along with an ability to hustle and solve problems
  • Should have work experience in customer support, operations or collections roles
  • Should be a graduate