Customer Success Executive - Personal Loan

Location: Bangalore About the Team The Personal Loans team at Navi helps customers access quick, paperless, and fully digital personal loans - in a simple, fast, and transparent way. The Customer Success Executive Team works like Virtual Relationship Managers focusing on helping customers complete their disbursal journey through assistance and guided support over phone calls. About the Role Your focus will be on delivering a seamless, high-quality customer experience by providing tele-assistance in the loan disbursal journey. As the front line of Navi’s digital lending experience, you will act as a brand ambassador for the company who ensures that approved customers successfully complete the disbursal journey. 1. Customer Ownership: Proactively connect with inbound customers who have loan offers and convert those leads into successful disbursals 2. Journey Assistance: Helping customers navigate digital journey like KYC, bank mandates etc. to prevent drop-offs and contribute directly to business growth 3. Trust Building: Establish immediate credibility with customers, representing Navi’s commitment to ethical and transparent lending 4. Problem Solving: Rapidly resolve any customer queries or technical hurdles that arise during the digital application process 5. Customer Advocacy: Simplify complex financial terms and processes into clear, actionable steps that empower the customer to move forward Here, your voice and ideas matter. Your work makes an impact. Together you will help us define the future of Navi. Key Responsibilities ● Convert approved customers into disbursals through call assistance - guiding them through the digital steps on the app, understanding their needs and pitching Navi's offering to them accordingly ● Respond quickly to call-back requests and ensure all leads are handled within defined SLAs ● Log, update, and follow up with customers in the CRM until the journey is completed or closed ● Explain product terms and digital steps in simple, clear language ● Collaborate cross-functionally with Product, Tech or Customer Support teams to resolve blockers and improve the customer experience ● Surface insights and feedback on why customers delay or drop off during the disbursal process Must 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 a high-quality customer experience About Navi We are on a mission to make finance simple, accessible and affordable for a billion Indians. 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’s fastest-growing financial services organisations. But we’re just getting started! Our Culture At Navi, we’re a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether you’re shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference. We’re guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together. You can explore them at navi.com/our-values to see what drives us every day. If this feels like you, Navi is the place to grow, thrive and make a real impact.