Role Overview
We are looking for a detail-oriented L1 Support & Operations Executive with exposure to fintech systems or Loan Management Systems (LMS). The role involves acting as the first line of support for clients, ensuring smooth operation of software products, and assisting in managing LMS workflows for a loan-providing business.
Key Responsibilities
- Act as the first point of contact for client queries, technical issues, and operational concerns related to us.
- Understand, analyse, and document user-reported issues including system bugs and workflow gaps.
- Provide basic troubleshooting and first-level resolution aiming for First-Time Resolution (FTR).
- Manage tickets with proper categorisation, prioritisation, and documentation.
- Follow up on issues until closure ensuring client satisfaction.
- Collaborate with external teams (L2, Engineering, Product, Operations) and us.
- Support LMS functionalities such as loan processing, repayment tracking, and collections workflows.
- Assist in managing loan lifecycle processes including disbursement and reconciliation.
- Maintain clear communication with clients regarding issue resolution.
- Document processes and solutions for knowledge sharing.
Required Skills & Competencies
- Basic understanding of Software Development Life Cycle (SDLC)
- Strong problem-solving and analytical skills
- Good communication skills in English and Hindi
- Ability to manage multiple queries and clients
- Attention to detail and strong documentation skills
- Ability to work in a fast-paced fintech environment
- Fintech / LMS-Specific Requirements
- Exposure to Loan Management Systems (LMS) or fintech platforms
- Understanding of loan lifecycle including origination, disbursement, EMI and collections
- Awareness of payment systems and transaction flows
- Experience in fintech or involvement in LMS development/configuration
- Already worked in lending fintech
- Knows loan lifecycle practically
Good to Have
- Knowledge of microfinance or NBFC operations
- Experience with ticketing tools like Jira or Freshdesk
- Exposure to API integrations
Pay: ₹45,000.00 - ₹60,000.00 per month
Work Location: In person
