Senior Customer Success Executive

Senior Customer Success Executive

About the Team

The Home Loans team at Navi helps customers access housing finance in a simple, fast, and transparent way. The team works closely with customers, builders, and internal teams to ensure smooth loan processingfrom application to disbursal. Focused on delivering a great customer experience, the team handles internal and external stakeholders along with compliance. By combining field presence with strong central support, the team plays a key role in making home ownership easier and more accessible.

About the Role

Senior Customer Success Executive – Home Loans

Welcome to the "last mile"of lending. Once a loan is approved, you step in to collect the right documents, check every detail, and turn that approval into cash in the customer's account.

You keep paperwork simple for customers, answer property-related questions from vendors, and upload everything for quick internal checks. If a problem appears, you jump in—whether that means a co-ordinating with credit teams, resolving internal & external queries, or a visit to the property site.

Your goal is clear: finish each file on time so monthly sales targets stay on track and customers can move into their new homes without delay.

What we expect from you

• Take end-to-end ownership of each assigned customer case from loan offer stage to final disbursement.
• Assist customers by resolving queries, explaining requirements, and ensuring a smooth experience.
• Collect, verify, and submit documents from both customers and builders, ensuring compliance with SOPs.
• Coordinate with internal teams (Credit, Tech, Operations) and external stakeholders (builders, channel partners) to move cases forward without delays.
• Track progress and proactively follow up to meet agreed timelines and disbursement commitments.
• Escalate issues where needed while maintaining customer confidence and trust.

Must Haves

• 2–4 years of experience in customer operations, sales fulfillment, or process-driven roles.
• Strong customer-first mindset with empathy, patience, and problem-solving skills.
• Attention to detail and accuracy in handling documentation and compliance requirements.
• Excellent communication skills (verbal and written) to interface with customers and internal teams.
• Proven ability to coordinate across multiple stakeholders and manage dependencies.
• High ownership and accountability to see each case through to successful disbursement.
• Agility to perform in fast-paced, high-volume environments.

Inside Navi

We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to UPI, Insurance, Mutual Funds, and Gold — we're building tech-first solutions that work at scale, with a strong customer-first approach.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India's fastest-growing financial services organisations. But we're just getting started

Our Culture

The Navi DNA

Ambition. Perseverance. Self-awareness. Ownership. Integrity.

We're looking for people who dream big when it comes to innovation. At Navi, you'll be empowered with the right mechanisms to work in a dynamic team that builds and improves innovative solutions. If you're driven to deliver real value to customers, no matter the challenge, this is the place for you.

We chase excellence by uplifting each other—and that starts with every one of us.

Why You'll Thrive at Navi

At Navi, it's about how you think, build, and grow. You'll thrive here if:

• You're impact-driven: You take ownership, build boldly, and care about making a real difference.
• You strive for excellence: Good isn't good enough. You bring focus, precision, and a passion for quality.
• You embrace change: You adapt quickly, move fast, and always put the customer first.