Soul Communications Private Limited (Soulpay) is an Authorized Business Correspondent (BC) for multiple partners, including FINO Payment Bank and Airtel Payment Bank, approved under RBI BC guidelines for Mobikwik for BBPS and CMS, and Fingpay (a brand under Tapits Technologies Private Limited) for AEPS, among others. Since our inception in April 2021, we have been advancing technology and building a B2B distribution network to serve India's financial services sector.
Operating on a B2B model, we work with over 35,000 neighborhood retail stores across India, equipping them with tools to provide assisted financial and digital services to their communities. As a fintech company, Soulpay is dedicated to empowering the migrant population and other underserved segments of the Indian economy, offering a range of services including money transfer, Aadhaar-enabled payments, bill payments, recharges, insurance, travel bookings, and more.
Key Responsibilities:
- Lead and manage the customer care team, ensuring efficient handling of end-to-end customer queries via calls, emails, and chat with a strong focus on timely and effective resolution.
- Supervise and monitor fund request processing and transactions, ensuring accuracy, adherence to internal policies, and defined turnaround timelines.
- Oversee KYC verification and documentation processes, ensuring strict compliance with regulatory and organizational requirements.
- Drive high standards of customer service, continuously improving customer satisfaction (CSAT) and service quality in a fast-paced environment.
- Act as a point of escalation for complex or critical customer issues, ensuring prompt resolution and effective stakeholder communication.
- Ensure data accuracy, confidentiality, and proper documentation of all customer interactions and transactions.
- Coordinate closely with cross-functional teams such as finance, compliance, risk, and operations to streamline processes and improve efficiency.
- Monitor team performance through KPIs, conduct regular reviews, and implement corrective actions and process improvements where required.
- Identify potential fraud risks, discrepancies, and process gaps, and take proactive measures to mitigate them.
- Manage and maintain CRM systems, ensuring data integrity, timely updates, and proper reporting.
- Train, mentor, and guide team members to enhance productivity, communication skills, and overall performance.
- Prepare and present MIS reports, analyze trends, and provide actionable insights to senior management for decision-making.
Pay: ₹30,000.00 - ₹60,000.00 per month
Work Location: In person
