Customer Success Manager

LARK FINSERV- THE LAS COMPANY; New Delhi; On-site; INR 279,000 - 446,000; Full time

Job summary

Lark Finserv Private Limited in Noida is seeking a customer-centric professional to be the single point of contact for Lark Money. You will call leads, guide them through the app, resolve doubts, and drive each application to disbursal.

After disbursal, you handle service requests and follow-ups to keep customers engaged and promote referrals. You'll need strong Hindi and English, comfort with smartphones, CRM experience, and a proactive, target-driven approach in a fast-paced fintech

Qualifications

• 3+ years in lending/fintech sales or customer service roles.
• Proven track record from lead to disbursal.
• Knowledge of KYC, credit checks, document flow, and disbursal.
• Excellent spoken Hindi and English on calls.
• Comfortable handling 60–80 calls daily with a healthy pipeline.
• Proficient with smartphones, apps, and CRM tools.

Responsibilities

• Call inbound and outbound leads and enquiries within agreed turnaround times.
• Explain loan products, eligibility, LTV, interest, charges, tenure and repayment.
• Guide customers through the Lark Money app and KYC process.
• Coordinate with partners and internal teams to disburse loans.
• Post-disbursal support: requests, statements, repayments, and follow-ups.
• Log calls and status updates in CRM; generate reports.

Skills

3+ years in lending/fintech sales or B

End-to-end loan disbursal experience

KYC, credit checks, loan process

Hindi & English fluency

60–80 calls/day handling

Smartphone/app proficiency

CRM tools & Excel/Sheets

Education

Graduate in any discipline

Tools

LeadSquared

Salesforce

Zoho

Freshdesk

Job description

Lark Finserv Private Limited is a Noida-based fintech that helps investors get credit against their investments. We operate a Digital Lending Application as a Loan Service Provider (LSP): we do not lend ourselves. Loans are sanctioned by RBI-regulated NBFCs and banks, including Bajaj Finance and DSP Finance.

Lark Money is our mobile app. Customers pledge their mutual funds or shares and get a credit line in minutes, without selling their investments.

Role Summary:

You will be the customer's single point of contact on Lark Money. You will call leads and customers, walk them through the app, resolve their doubts, and take each application through to disbursal. After disbursal, you will handle their service requests and follow-ups so they keep using Lark Money and recommend it to others. You will own case closure: a case is yours until it is disbursed, dropped with a clear reason, or resolved.

Key Responsibilities:

Client calling and engagement

• Call inbound and outbound leads (app sign-ups, website enquiries, affiliate and campaign leads) within agreed turnaround times.
• Explain loans against mutual funds and shares in simple terms: eligibility, loan-to-value, interest, charges, tenure and repayment, as disclosed in the Key Fact Statement.
• Understand each customer's need and position Lark Money honestly, with no mis-selling or promises outside lender policy.
• Guide customers step by step through the Lark Money app: sign-up, KYC, portfolio fetch, pledging securities, eSign, eMandate and drawdown.
• Troubleshoot common issues (OTP failures, KYC mismatches, pledge or lien errors, mandate failures) and elevate technical bugs to the product team with clear details.

Case closure

• Own each assigned case from lead to disbursal; track status daily and remove blockers.
• Coordinate with lending partners' operations teams on documents, approvals and disbursal.
• Close every case with a clear outcome: disbursed, dropped (with reason) or on hold (with next date).

Client support and follow-up

• Handle post-disbursal requests: limit enhancement, additional drawdown, repayment, interest queries, statements, unpledge and foreclosure.
• Follow up on incomplete applications, pending documents, upcoming dues and renewals.
• Resolve complaints within TAT and escalated per the grievance redressal process.

Reporting and compliance

• Log every call, note and status update in the CRM on the same day.
• Share daily and weekly reports on calls, conversions, pending cases and drop-off reasons.
• Follow RBI Digital Lending Guidelines, fair practices code and data privacy rules on every interaction.
• Feed customer insights back to product and marketing to improve the app and the journey.

Must have skills and experience:

• 3+ years in a lending company (NBFC, bank, fintech lender or loan DSA) in sales, customer service, tele-sales or relationship roles.
• Proven track record of taking loan cases from lead to disbursal.
• Working knowledge of the loan process: KYC, credit checks, documentation, sanction, disbursal, EMI or interest servicing and foreclosure.
• Excellent spoken Hindi and English; clear, patient and persuasive on the phone.
• Comfortable handling 60–80 calls a day and a pipeline of active cases.
• Confident with smartphones and apps, able to guide a customer through an app over the phone.
• Experience with CRM tools and Excel or Google Sheets for tracking and reporting.
• Graduate in any discipline.

Good to have skills:

• Experience in loans against securities, mutual funds or shares, gold loans, or personal loans from a digital lender.
• Understanding of mutual funds, demat accounts, CAMS / KFintech and depository pledge processes.
• NISM certification (Mutual Fund Distributors or Securities Operations) or IRDA / AMFI exposure.
• Familiarity with WhatsApp Business, dialler software and CRMs such as LeadSquared, Salesforce, Zoho or Freshdesk.
• Knowledge of an additional regional language.
• Work on a product customers genuinely need: credit without selling their investments.
• Attractive incentives linked to disbursals and customer outcomes, on top of fixed pay.
• Learn digital lending and capital markets from founders with decades in the industry.
• A small, fast-moving team where good performers grow quickly into team lead roles.