Manager - Field Auditor

2 months ago

bangalore, 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 & 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, prioritises 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:

  • Identifying process design gaps, deficiencies, and improvement opportunities in areas like Collections (Debt management), Procurement, Vendor Management, Insurance Claims at hospitals and accident sites, Home Loan APF projects
  • Identify anomalies and red flags through process walkthroughs, interviews
  • Carry out audits as per the defined checklist for outsource vendors like collection agencies, business vendors, Builder Visits etc.
  • Communicating with 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:

  • Ability to multi-task and ask the appropriate leading questions to identify anomalous events/transactions
  • 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.

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