Customer Operations Executive

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options.

By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives.

Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office so you must be able to travel to the office within a reasonable time scale. We operate a fixed working pattern of 11 : 30 – 20.30 hrs with no business cab facilities available.

About The Role

We are seeking a dynamic Customer Operations Executive to join our Forbearance & Agency team. In this role, you will be responsible for managing customer cases related to both forbearance and agency processes, supporting team leaders, and assisting with continuous process improvements. You'll play a vital role in maintaining our award-winning customer service standards and ensuring high levels of customer satisfaction.

Responsibilities

• Forbearance & Payment Processes : Communicate forbearance and payment options to customers, ensuring clarity and understanding of available options.
• Customer Case Management : Manage member queries related to both forbearance and agency processes, offering appropriate solutions based on individual circumstances.
• Support Process Implementation : Assist in implementing and managing forbearance and agency procedures under guidance, ensuring compliance with company standards.
• Collaboration with External Agencies : Liaise with external agencies, collecting and providing necessary information to facilitate smooth processes. Assist in responding to agency-related queries.
• Customer Inquiry Resolution : Handle customer inquiries with professionalism and empathy, escalating complex issues to senior team members when required.
• Documentation & Compliance : Maintain accurate records of forbearance and agency agreements and ensure compliance with relevant policies and procedures.
• Process Improvement : Contribute ideas for process enhancements and collaborate in implementing improvements to streamline operations and better serve our customers.
• Training & Development : Participate in ongoing training sessions to deepen your understanding of policies, procedures, and best practices for customer service and query handling.

What you&aposll need to succeed :

Who You Are :

Don't meet all the listed requirements Research shows that women and people of underrepresented groups often don&apost apply for jobs unless they&aposre 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams&apos successes - so if your experience doesn't fit perfectly but this role excites you, we'd love for you to apply. We're committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via [HIDDEN TEXT]. Unsolicited emails to other team members will not be actioned.

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Skills Required

Communication Skills, Process Improvement, Attention To Detail