1 Finance - Manager - Customer Experience 1 Finance
1 Finance
Office Location
Full Time
Experience: 3 - 3 years required
Pay:
Salary Information not included
Type: Full Time
Location: All India
Skills: Customer experience management, Escalation Management, Communication skills, Documentation, relationship building, FinTech, Banking, Time management, Process Improvement, Crossfunctional Coordination, Insight Sharing, NBFC, P2P Lending, Problemsolving, Proactivity, Multitasking
About 1 Finance
Job Description
What You'll Do (Responsibilities) End-to-End Customer Journey Ownership: Own and meticulously manage the entire customer experience post-onboarding, ensuring a positive and seamless journey. Primary Contact & Escalation Management: Serve as the primary point of contact for all customer queries, feedback, and escalations, handling them with professionalism and efficiency. Proactive Communication: Ensure timely updates, clear communication, and proactive follow-ups with clients to keep them informed and engaged. Cross-Functional Coordination: Coordinate effectively with internal teams (including Operations, Sales, Compliance, Product, etc.) to swiftly resolve customer issues and inquiries. Client Journey Tracking & Documentation: Utilize appropriate tools to track and manage individual client journeys, ensuring all interactions, updates, and resolutions are thoroughly documented. Identify & Drive Improvements: Proactively identify friction points or areas of improvement within the customer journey and provide actionable suggestions to refine processes and services. Relationship Building: Build strong, trusting relationships with clients to significantly increase customer satisfaction and foster long-term loyalty. Insight Sharing: Share valuable insights derived from customer interactions with relevant internal stakeholders to inform process refinements, service enhancements, and product development. What We're Looking For (Requisites & Skills) Mandatory Experience: Prior experience in the NBFC (Non-Banking Financial Company) or P2P (Peer-to-Peer lending) industry is a must. Domain Exposure: Prior experience in fintech, banking, or other service-based industries is essential. Communication & Interpersonal Skills: Strong interpersonal and exceptional communication skills, both written and verbal, for effective client and internal team interaction. Problem-Solving & Proactivity: A strong problem-solving mindset and a proactive approach to anticipating and resolving customer issues. Multitasking & Time Management: Demonstrated ability to multitask effectively and manage time efficiently in a fast-paced, dynamic environment. Process Improvement Mindset: Exposure to customer journey mapping or process optimization methodologies is highly valued. (ref:iimjobs.com),