Customer Success Associate - 6 months Contract

Branch International; India; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary and equity package

Fully paid group medical insurance

Monthly Work From Home stipend

Generous paid time off

Job summary

Branch International is looking for a Customer Service Representative in India to provide efficient responses to inquiries and evaluate loan applications. The ideal candidate will have 1-4 years of customer service experience, be proficient in Hindi and English, and possess excellent communication skills. The role includes managing loan applications, servicing, collections, and product feedback. Benefits include a competitive salary, a hybrid work environment, and fully paid medical insurance.

Qualifications

• 1-4 years of previous job experience in customer service primarily via calling.
• Passionate about our mission and our customers.
• Highly entrepreneurial, proactive, and willing to get your hands dirty.

Responsibilities

• Delivering efficient and friendly responses to customers across different channels.
• Evaluate loan applications for new borrowers applying for Branch loans.
• Manage refunds, repayments, and other payment processes.

Skills

Customer service experience

Proficient in Hindi and English

Excellent communication skills

Analytical skills

Job description

Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.

With over 49 million downloads, Branch is one of the most popular finance apps in the world.

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced our Series C and had garnered more than $100M in funding with investments from leading Silicon Valley firms, including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Responsibilities:

• Customer Service: Delivering efficient and friendly responses to customer across different channels (main responsibility)
• Credit Risk: Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
• Servicing & Collections: Proactively reaching out to borrowers who have missed payments
• Product: Escalating customer feedback and IT bugs to help improve our product
• Finance: Manage refunds, repayments, and other payment processes
• General: Various administrative projects as needed

Qualifications:

• 1-4 years of previous job experience in customer service primarily via calling
• Proficient in Hindi and English communication
• Passionate about our mission and our customers
• Highly entrepreneurial, proactive, and willing to get your hands dirty
• Excellent communication skills, both oral and written
• Good grammar, spelling and punctuation
• Driven by data and highly analytical, good understanding of excel preferred
• Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays

Benefits of Joining:

• Competitive salary and equity package
• Fast-paced, collaborative, and high-autonomy work culture
• Hybrid work setup designed for flexibility and work-life balance
• Fully paid group medical insurance and personal accident insurance for self
• Generous paid time off, plus company-declared public holidays
• Monthly Work From Home refreshment stipend
• Quarterly social meet-ups and sponsored monthly team lunches

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications - so if you’re unsure that you meet the criteria, please do not hesitate to apply!