Associate - Customer Experience Job in Blenheim Chalcot

Job Title: Associate Customer Experience

Location: Mumbai, India

Department: Customer Operations

Industry: FinTech

Employment Type: Full-Time

About the Role:

We are hiring a Customer Experience Associate to join our dynamic FinTech venture, Salary Finance, part of the Blenheim Chalcot portfolio. In this role, you will be responsible for delivering world-class customer support via email and live chat, ensuring exceptional service and operational efficiency. You will also collaborate with teams in London and India, contributing to building GenAI-enabled, next-gen digital solutions that make a real impact on people s lives.

Key Responsibilities:

• Respond promptly and professionally to customer queries via live chat and email, providing accurate and empathetic support.
• Resolve queries related to loan applications, payments, and account updates while maintaining high customer satisfaction.
• Clearly explain policies, product features, and service terms to customers.
• Log and maintain detailed records of all customer interactions in the CRM system.
• Escalate unresolved or complex issues to the appropriate departments, ensuring timely follow-ups.
• Troubleshoot basic tech issues (e.g., login errors, upload failures) and report bugs to the tech team.
• Adhere to GDPR and data privacy regulations while handling customer information.
• Meet or exceed SLAs and quality benchmarks.
• Identify recurring issues and share insights with the product and operations teams to enhance service efficiency.
• Update and contribute to the internal knowledge base and customer FAQs.
• Actively promote a positive brand image and foster customer retention.
• Share best practices and contribute to team training initiatives.
• Stay current with product updates and compliance standards through regular training.

Qualifications & Skills:

• 1 3 years of experience in a customer support or client servicing role (preferred, but not mandatory for exceptional candidates).
• Strong written and verbal communication skills in English.
• Familiarity with CRM tools and support platforms (e.g., Zendesk, Freshdesk).
• Knowledge of FinTech, loan processing, or financial services is a plus.
• Proactive problem-solving ability with strong attention to detail.
• Adaptable and comfortable working in a fast-paced, dynamic environment.
• Stakeholder management experience is a strong plus.

About Salary Finance:

Salary Finance is a purpose-led FinTech organization that empowers employees to improve their financial health through affordable loans, earned wage access, savings tools, and financial education. Our mission is to help millions of people reduce financial stress and live happier, more productive lives.

About Blenheim Chalcot:

Blenheim Chalcot (BC) is the UK s leading digital venture builder. For over 26 years, we ve built, scaled, and invested in disruptive businesses across FinTech, EdTech, HealthTech, GovTech, and beyond. Our India operations, headquartered in Mumbai, serve as a vital engine for innovation and delivery, enabling the global success of our ventures.

What You ll Get:

• Be part of the world s leading digital venture builder.
• Opportunity to work with cutting-edge GenAI technologies and international teams.
• Learning and development opportunities through real-world challenges.
• Inclusive and open culture we celebrate diversity, merit, and innovation.
• 24 annual leave days + 10 public holidays.
• Private medical insurance (for you and your immediate family).
• Life insurance coverage.
• Fun, flexible, and cricket-loving workplace we own the Rajasthan Royals IPL team!

Ready to Make an Impact?

If you're passionate about delivering excellent customer service and want to grow in a collaborative, purpose-led organization, apply now to join us at the forefront of FinTech innovation.