Operations Executive

Key responsibilities

• Handle inbound calls from employees inquiring about or facing issues with their advance salary loans.
• Assist customers in understanding the process of availing salary advances and answer any questions regarding terms and conditions.
• Identify and resolve any issues customers may face with their salary advance loans, such as eligibility, repayment terms, or loan amounts.
• Guide employees through the KYC (Know Your Customer) process and ensure the timely and accurate submission of documents (identity verification, address proof, etc.).
• Verify the completeness and correctness of KYC documents and follow up with employees as needed to ensure all requirements are met.
• Maintain accurate records of customer interactions and document any issues or resolutions in the system.
• Track and report any recurring issues or patterns to help improve service delivery.
• Work closely with other departments, including Customer Service and Compliance, to resolve issues efficiently.
• Ensure all customer interactions are handled professionally, courteously, and in a customer-centric manner.
• Provide feedback to management regarding process bottlenecks or areas for improvement and suggest enhancements for a more efficient customer experience.

Key Requirement

• Problem-solving mindset with a focus on delivering positive outcomes for customers.
• Minimum qualification: High School diploma or equivalent; Bachelors degree is a plus.