Customer Support Executive

About Prefinn:

Prefinn is a new-age financial services company, specializing in Housing Loans, MSME Finance, and Co-lending solutions across Tier 1 to Tier 3 cities in India. We are building a tech-enabled, customer-centric lending platform that empowers individuals and businesses.

Key Responsibilities:

• Handle inbound and outbound customer calls, emails, and chats related to loan inquiries, applications, disbursement status, and service issues.
• Calling on customer Data for generating interested Loan Leads and follow up on documents, and other information’s required for Loan Closures.
• Provide accurate information on products, processes, and documentation requirements.
• Ensure quick resolution of customer complaints and escalate unresolved queries to the appropriate departments.
• Maintain records of interactions and transactions in the CRM system.
• Educate customers on digital processes and self-service channels.
• Coordinate with sales, operations, and credit teams to resolve customer requests in a timely manner.
• Ensure high standards of customer satisfaction and service quality.
• Adhere to internal compliance and regulatory requirements while communicating with customers.

Key Skills & Qualifications:

• Graduate in any discipline (B.Com, BBA, or equivalent preferred).
• 1-3 years of experience in Customer Calling (preferably in BFSI or fintech sector).
• Good communication skills in English, Hindi, and regional languages.
• Knowledge of financial products like Home Loans, LAP, and Business Loans is an advantage.
• Proficient with CRM tools and MS Office.
• Calm, empathetic, and problem-solving attitude.

KPIs & Performance Metrics:

• First Contact Resolution (FCR) rate
• Customer Satisfaction Score (CSAT)
• Turnaround Time (TAT) for queries and complaints
• Adherence to service quality standards
• Call handling time and accuracy in documentation

Why Join Prefinn?

• Fast-growing fintech with a strong mission in financial inclusion
• Transparent, tech-driven, and collaborative work culture

Opportunity to work on impactful customer journeys across India