Customer Service Associate

About the role

Salary Finance is a UK-based FinTech platform offering salary-linked savings, loans, pay advances, insurance, and financial education to over 4M employees across 575 clients. As a Customer Service Associate based in Mumbai, India, you will join the customer operations team to handle regulatory communications, respond to inquiries via live chat and email, resolve loan and account queries, and maintain accurate CRM records. You will collaborate with the Customer Service Manager and the London customer operations team to improve service processes, troubleshoot basic technical issues, and ensure compliance with data protection regulations.

What you’ll do

• Respond promptly and professionally to customer inquiries via live chat and email
• Diagnose and resolve customer queries related to loan applications, payments, and account updates
• Interpret and explain company policies, financial products, and service terms accurately to customers
• Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system
• Prioritize and escalate unresolved or complex issues to relevant departments and follow up diligently
• Troubleshoot basic technical issues and collaborate with the tech team to report and resolve system-related issues
• Ensure compliance with data protection regulations (e.g., GDPR) when handling sensitive information
• Identify recurring customer issues and share insights with operations and product teams for process improvements

What you’ll bring

• Experience in a customer or client facing environment
• High School Diploma and Above
• Excellent communication skills with ability to present complex details in an easy-to-understand format
• Exceptional organisational and time management skills for a fast-paced environment
• Detail-oriented with ability to complete complex tasks consistently
• Resilient, empathetic, collaborative, and self-motivated
• Upbeat approach with ability to think on your feet
• Passionate about technology and social impact

Nice to have

• Customer service experience in a financial services, technology, or employee benefits company
• Experience of working in a regulated environment
• Familiarity with CRM systems
• Knowledge of G Suite
• Advanced Excel skills
• Knowledge of TCF, the Data Protection Act/GDPR, CCA and Anti Money Laundering procedures

Skills

Benefits

• 24 days of annual leave & 10 public holiday days
• Private Medical for you and your immediate family
• Life Insurance for yourself
• Opportunity to work with Gen AI
• Part of the World's Leading Digital Venture Builder

Education

High School Diploma and Above