Subject Matter Expert

Department
- Customer Ops - Complaints
- Job posted on
- Oct 10, 2023
- Employee Type
- Permanent
- Experience range (Years)
- 3 years - 5 years

Founded in 2003, GAIN Credit is a tech-forward, inclusive, and responsible business using world-class innovative technology and data science to provide endless gaining opportunities for customers, employees, and merchants alike. At GAIN Credit, our mission is to empower lives, which is about providing solutions that meet the credit needs of society in an affordable and responsible manner, ensuring that we always treat customers fairly, helping our customers when they need it most by providing access to credit and giving them realistic timelines to re-pay.

Our flagship brands - Lending Stream & Drafty - enjoy 4.4 & 4.3 ratings on TrustPilot respectively (UK’s leading customer review website). Drafty - our pioneering credit-line product - is a first-of-its-kind, no-fee credit line and has been awarded ‘Innovation of the Year’ for 2017 and 2018 by the Consumer Credit Awards.

In India, we are among the top 55 Great places to work. People at GAIN Credit - ‘GAINers’ as we call them - are our assets. We believe happy people lead to happy customers. And this is why a great work culture is a super high priority at GAIN Credit. We make that happen through living our company values in every interaction we have with each other. In fact, we believe the only way to ‘gain’ at GAIN Credit is through living our company values.

**Some of our awards**:

- Ranked 55 among India Great places to work (mid-sized segment) in 2021-22
- Best Responsible Lender at Credit Excellence Awards
- 2021
- 2018 British Credit Award
- Consumer Credit Team of the Year
- Lending Stream
- F5: Alternative Consumer Lender of the Year - Lending Stream
- F5 Awards 2018 Best Brand - Drafty
- 2018 Consumer Credit Awards: Innovation of the Year - Drafty

Find out more about us at

**Is this the place for you?**

As a GAINer, you will get to focus on your personal and professional gains, experience an award-winning workplace culture, access to perks, maintain work-life balance, and contribute to the community in meaningful ways. As a GAINer, being customer-obsessed would be at the heart of everything you will do, to rise above the bar and execute with ownership using data, and innovation while demonstrating courage, care, and respect.

**We strongly believe in**:
**Job Title**: Subject Matter Expert - Customer Operations

**Department**: Customer Operations - Complaints

**Location**: Bangalore / Chennai/Gurgaon

**Collaborative teams**: Internal teams

**Oh, the things you’ll do**:

- Tech savvy and comfortable with handling multiple tools at the same time
- Should be able to read and write to a high standard of British English. The ability to express ideas fluently and simply is a prerequisite.
- Well versed with MS excel & MS Word
- Education - Likely to be a graduate (though skills and experience are more important than education)
- Experience in handling British customers is a distinct advantage.
- A demonstrable ability to understand and communicate concepts facts and ideas in a simple and friendly way is very important.
- Ability to understand complex workflows (as slight change in situation might change the whole downstream journey of the transaction)
- Attention to details, Self-disciplined & presence of mind is needed as the work requires a high degree of accuracy -occasionally in pressured or emotional situations
- Comfortable with frequent changes to policies and process steps
- Flexible with working hours
- Awareness of UK financial industry is an advantage
- Ensure transactional turnaround time and Quality goals are consistently achieved
- A strong desire and to help customers resolve the issues. Empathy, understanding and tact will be called on routinely
- Be an active team player and assist in meeting the regulatory deadlines & other key service demands.

**What you bring to the table**
- Experience in handling written customer service contacts
- Well versed with MS excel & MS Word
- Attention to details, Self-disciplined & ability to focus in a busy, sometimes pressured and sometimes emotional situation.
- An ability to compose simple, friendly, and accurate written communications, properly spelled and with appropriate grammar and syntax in colloquial British English
- A willingness to learn and an openness to feedback.
- 2-5 years of experience in Financial Services.
- Experience of composing bespoke written communications.
- Ability to work UK office hours.
- Able to work undisturbed in a private space at home.
- Graduates with experience in handling customer / financial transactions (non-voice / back office in nature. Experience is as important as education.