Customer Service Executive

4 days ago

Mumbai Maharashtra, India Kaizen Partners Full time

About Finzen Fintech Finzen Fintech is building India’s most trusted retail-lending distribution engine. We connect borrowers, DSAs, and lenders to deliver paper-light onboarding, intelligent policy checks, and fast disbursals. We operate under a Master DSA structure with real-time payout visibility and rigorous compliance. Role Purpose Deliver a delightful, compliant, and resolution-first experience to retail-loan customers and channel partners through every step of the journey - **pre-login → login → sanction → disbursal → post-disbursal** while meeting service SLAs and quality standards. Key Responsibilities1) Customer Handling & Resolution - Provide clear guidance on eligibility, documentation, and policy for **PL/BL/LAP/HL**; manage status updates proactively. - Log, triage, and resolve tickets within SLA using **CRM** and ticketing tools. - Conduct **welcome, status, and pre-disbursal** calls; schedule CPV/TPV and coordinate with vendors where applicable. 2) File Hygiene & Process Orchestration - Validate KYC, income documents (banking/ITR/GST), property docs (for LAP/HL), and ensure pendencies are cleared. - Liaise with Credit, Sales, Operations, and Lender RMs to remove bottlenecks and reduce **TAT**. - Track disbursal packs, agreements, e-NACH/ESI mandates, and ensure error-free handover to Ops/Lenders. 3) Compliance & Data Privacy - Ensure adherence to **RBI Fair Practices Code**, **KYC/AML**, **Do‑Not‑Call consent**, and **DPDP Act** norms. - Follow scripts, disclosures, and grievance redressal workflows; maintain accurate call/interaction records for audits. 4) Customer Experience & Quality - Drive **CSAT/NPS** through empathetic communication and solutioning. - Participate in call calibrations and quality audits; contribute to knowledge‑base articles, FAQs, and SOP improvements. - Capture Voice‑of‑Customer (VOC) and relay insights to Product/Policy teams for continuous improvement. 5) Cross-Functional Coordination - Work with Sales/DSA partners for document readiness; with Collections on **early‑bucket (0-30 DPD)** handoffs without solicitation. - Support micro‑campaigns (rate changes, festive offers) with compliant messaging and accurate policy explanation. What Success Looks Like (30/60/90 Days) - **30 Days**: Process-certified; achieves ≥95% CRM hygiene; meets AHT/SLA; positive QA scores. - **60 Days**: FCR uplift vs. baseline;

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