Customer Success Executive - Personal Loan

Location: BangaloreAbout the TeamThe Personal Loans team at Navi helps customers access quick, paperless, and fullydigital personal loans - in a simple, fast, and transparent way. The Customer SuccessExecutive Team works like Virtual Relationship Managers focusing on helpingcustomers complete their disbursal journey through assistance and guided support overphone calls.About the RoleYour focus will be on delivering a seamless, high-quality customer experience byproviding tele-assistance in the loan disbursal journey. As the front line of Navi’s digitallending experience, you will act as a brand ambassador for the company who ensuresthat approved customers successfully complete the disbursal journey.1. Customer Ownership: Proactively connect with inbound customers who haveloan offers and convert those leads into successful disbursals2. Journey Assistance: Helping customers navigate digital journey like KYC, bankmandates etc. to prevent drop-offs and contribute directly to business growth3. Trust Building: Establish immediate credibility with customers, representingNavi’s commitment to ethical and transparent lending4. Problem Solving: Rapidly resolve any customer queries or technical hurdles thatarise during the digital application process5. Customer Advocacy: Simplify complex financial terms and processes into clear,actionable steps that empower the customer to move forwardHere, your voice and ideas matter. Your work makes an impact. Together you will help usdefine the future of Navi.Key Responsibilities● Convert approved customers into disbursals through call assistance - guidingthem through the digital steps on the app, understanding their needs andpitching Navi's offering to them accordingly● Respond quickly to call-back requests and ensure all leads are handled withindefined SLAs● Log, update, and follow up with customers in the CRM until the journey iscompleted or closed● Explain product terms and digital steps in simple, clear language● Collaborate cross-functionally with Product, Tech or Customer Support teams toresolve blockers and improve the customer experience● Surface insights and feedback on why customers delay or drop off during thedisbursal processMust Haves● Education: Graduate in any discipline● Experience: 1-3 years of experience in inbound telesales, or customer success,or any direct customer facing role; preferably in tech or financial services.● Language Skills: Fluency in English and Hindi● Communication: Empathetic listening and clear articulation● Tech Readiness: Knowledge of CRM tools, dialers, and app-based journeys● Customer-First Mindset: Ethical, detail-oriented, and motivated to deliver ahigh-quality customer experienceAbout NaviWe are on a mission to make finance simple, accessible and affordable for a billionIndians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI.Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’sfastest-growing financial services organisations. But we’re just getting started!Our CultureAt Navi, we’re a place where ambition meets opportunity and ideas turn into impactquickly. We empower people with high ownership from the start, encouraging them tosolve meaningful problems and build with excellence. Teams here work in anenvironment that values speed, collaboration and craftsmanship, while celebratinglearning, growth and shared wins along the way. Whether you’re shaping the future offintech products or driving innovation behind the scenes, life at Navi means being partof a high-energy, talent-driven workplace where your contributions truly make adifference.We’re guided by our own operating system - The Navi OS - a set of principles that shapehow we work and win together. You can explore /our-values to seewhat drives us every day.If this feels like you, Navi is the place to grow, thrive and make a real impact.

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