Customer Operations Executive

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options.

By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives.

Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office so you must be able to travel to the office within a reasonable time scale. We operate a fixed working pattern of 11:30 – 20.30 hrs with no business cab facilities available.

About the role

We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You'll play a vital role in maintaining our award-winning customer service standards and ensuring high levels of customer satisfaction.

Responsibilities

• Forbearance & Payment Processes: Communicate forbearance and payment options to customers, ensuring clarity and understanding of available options.
  
• Customer Case Management: Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances.
• Support Process Implementation: Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards.
• Collaboration with External Agencies: Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes. Assist in responding to agency-related queries.
• Customer Inquiry Resolution: Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required.
• Documentation & Compliance: Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures.
• Process Improvement: Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers.
• Training & Development: Participate in ongoing training sessions to deepen your understanding of policies, procedures, and best practices for customer service and query handling.

What you'll need to succeed:

• Experience: 1-3 years of customer-facing experience (written and voice), ideally in a financial services or similar environment.
  
• Communication Skills: Proficient in both verbal and written English, with the ability to clearly communicate complex information to customers.
• Customer Empathy: A genuine desire to put customers' needs first and ensure they have a positive experience at every step of their journey.
• Problem-Solving Mindset: Hardworking, eager to take on challenges, and comfortable solving problems using both software tools and soft skills.
• Attention to Detail: A meticulous approach to documentation and compliance, ensuring accurate record-keeping and adherence to company standards.
• Team Collaboration: Ability to work effectively with internal teams and external agencies to achieve shared goals and improve processes.

Who You Are:

• You're a great communicator who can articulate information clearly and professionally.
• You approach challenges with a problem-solving mindset and can think creatively to find solutions.
• You thrive in a fast-paced, customer-focused environment and are committed to delivering exceptional service.
• You're proactive, always looking for ways to improve processes and contribute to the success of the team.

Don't meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn't fit perfectly but this role excites you, we'd love for you to apply. We're committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via Unsolicited emails to other team members will not be actioned.