Customer Service Associate Job in Blenheim Chalcot

Job Title: Customer Service Associate

Location: Mumbai, India

Department: Customer Operations

Industry: FinTech

Employment Type: Full-Time

About the Role:

We are seeking a proactive and empathetic Customer Service Associate to join Salary Finance, a fast-growing FinTech venture under the Blenheim Chalcot portfolio. In this role, you will be an integral part of the customer operations team, ensuring prompt, compliant, and high-quality customer interactions via live chat and email.

You will be working closely with our teams in India and the UK to provide a seamless customer experience while contributing to the enhancement of internal processes and customer-facing solutions.

Key Responsibilities:

• Handle customer inquiries via live chat and email in a professional and timely manner.
• Provide support related to loan applications, repayments, account updates, and general queries.
• Interpret and explain financial products, terms, and policies with clarity and compliance.
• Maintain accurate records in the CRM system and ensure resolution logs are up to date.
• Escalate unresolved or complex issues to the appropriate teams and follow up until closure.
• Troubleshoot basic technical issues (login errors, document uploads) and collaborate with the tech team.
• Ensure strict compliance with GDPR and data protection standards.
• Meet service benchmarks aligned with SOPs and SLAs.
• Identify recurring issues and offer feedback to product and operations teams.
• Recommend improvements for FAQs and knowledge base articles.
• Support customer retention by providing exceptional service and building rapport.
• Share insights and best practices with peers to support continuous team improvement.
• Participate in regular training on product updates, tools, and compliance protocols.

About You:

You are a detail-oriented, tech-savvy problem solver with a passion for delivering excellent customer service. You thrive in fast-paced, change-driven environments and are eager to contribute to a mission-driven FinTech.

Required Skills:

• Strong communication skills both written and verbal.
• High emotional intelligence with a customer-first mindset.
• Prior experience in a customer/client-facing role.
• Ability to multitask, stay organized, and meet deadlines.
• Comfortable with Google Sheets, Excel, and manipulating customer data.
• A collaborative, empathetic, and solutions-focused attitude.
• Self-motivated and resilient, even in high-pressure situations.

Preferred Skills:

• Experience in financial services, tech, or employee benefits companies.
• Familiarity with CRM systems and ticketing platforms (e.g., Zendesk, Freshdesk).
• Working knowledge of G Suite, Advanced Excel, and basic data analysis.
• Understanding of TCF, GDPR, CCA, and AML regulations.

Education:

• Minimum: High School Diploma
• Preferred: Bachelor s Degree in any discipline

About Salary Finance:

Founded in 2015, Salary Finance is one of the UK s leading FinTech platforms improving employee financial well-being. Our platform supports over 4 million employees across 575 clients, including 20% of the FTSE 100. Backed by Blenheim Chalcot and major financial institutions, we provide salary-linked savings, loans, earned wage access, and financial education all through our digital platform.

Our mission is to make employees financially healthier and happier, ultimately boosting productivity and well-being at work.

About Blenheim Chalcot:

Blenheim Chalcot (BC) is the UK s leading digital venture builder, with over 26 years of experience building disruptive businesses in FinTech, EdTech, GovTech, HealthTech, and beyond. With over 4,000 employees across 20+ ventures, our India operation (established in 2014) plays a crucial role in innovation, development, and scaling.

What We Offer:

• Be part of the world s leading digital venture builder.
• Access to cutting-edge GenAI technologies.
• Opportunities for continuous learning and personal growth.
• Fun and open work culture (we own the Rajasthan Royals IPL team!).
• 24 days of annual leave + 10 public holidays.
• Private medical insurance for you and your family.
• Life insurance coverage.

Diversity & Inclusion:

At Blenheim Chalcot, we value diversity, meritocracy, and innovation. We are committed to creating an inclusive workplace that supports all employees in reaching their full potential. We recruit and develop talent based on skills and passion not background.

Apply Today:

If you're passionate about delivering high-impact customer experiences and eager to be part of an innovative FinTech journey, we'd love to hear from you.