We're Hiring | Customer Support Executive – Digital Lending (Short-Term Personal Loans) Location: Connaught Place (CP)
Delhi Industry: NBFC / Digital Lending / Fintech
Department: Customer Experience
Experience: 2–4+ Years
We are looking for a Customer Support Executive with hands-on experience in Digital Lending, specifically Short-Term Personal Loans (STPL). If you have worked with an NBFC, FinTech, Digital Lending Company, or Lending Service Provider and have a strong understanding of the customer journey in lending, we'd love to hear from you.
What You'll Do
* Handle inbound and outbound customer interactions through calls, emails, WhatsApp, and chat.
* Assist customers throughout the loan lifecycle, including application, KYC, eSign, mandate registration, loan disbursal, repayment, foreclosure, and loan closure.
* Explain loan details such as loan amount, tenure, APR, interest, processing fees, GST, service fees, and EMI schedules.
* Support customers with repayment queries, UPI, NACH mandates, payment links, failed transactions, and payment confirmations.
* Process foreclosure requests, NOCs, refunds, and loan closure requests.
* Register, track, and resolve customer complaints within defined TATs and escalate complex issues when required.
* Maintain accurate CRM records and customer interaction history.
* Coordinate with Operations, Credit, Finance, Collections, and Technology teams to ensure seamless customer support.
* Ensure all customer communications comply with RBI guidelines and company policies.
What We're Looking For
* 2–4+ years of experience in NBFC, FinTech, Digital Lending, or Lending Service Providers handling Short-Term Personal Loans (STPL).
* Excellent communication skills in Hindi and English.
* Strong customer service, conflict resolution, and problem-solving abilities.
* Good understanding of the STPL loan lifecycle and lending operations.
* Hands-on experience with LOS, LMS, CRM, Microsoft Excel, and Google Sheets.
* Strong attention to detail and documentation skills.
* Knowledge of RBI Digital Lending Guidelines, Fair Practices Code (FPC), Key Fact Statement (KFS), customer grievance handling, and data privacy standards.
Why Join Us?
* Opportunity to work with a fast-growing Digital Lending organization.
* Exposure to end-to-end customer lifecycle management in the lending ecosystem.* Collaborative work environment with opportunities for learning and career growth.* Be part of a team focused on delivering exceptional customer experience.
Pay: Up to ₹20,000.00 per month
Work Location: In person
