Hiring Manager :: Iyyanar P
Team :: Governance and Control
About Navi
Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.
Founders: Sachin Bansal & Ankit Agarwal
Know what makes you a “Navi_ite” :
1.Perseverance, Passion and Commitment
• Passionate about Navi’s mission and vision
• Demonstrates dedication, perseverance and high ownership
• Goes above and beyond by taking on additional responsibilities
2.Obsession with high quality results
• Consistently creates value for the customers and stakeholders through high quality outcomes
• Ensuring excellence in all aspects of work
• Efficiently manages time, prioritizes tasks, and achieves higher standards
3.Resilience and Adaptability
• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility
Description of the role:
- Communicating with the team and understanding the field investigation /audit requirements
- Conducting in-depth field audit on various appointed cases on field
- Conducting interviews & assessment with Employee/vendors on potential cases
- Aid the team in developing & assisting them on strategies for field planning & visit
- Analyze data trends and identify new fraud triggers which can be used by the team for fraud identification through field visits
- Gather market intelligence from field audits based on customer interactions and location connect to identify & apply sampling to identify cases for fraud detection
- Manage investigations and deliver on quality investigation report
- Monitoring suspect activities identified at the time of field visits
- Recording victim and suspect statements
- Prepare a learning note from each completed customer interaction and identify new triggers to be applied for customer data sampling
- Follow up on the pending cases which are marked under follow up
- Adhere to laid down internal policies, procedures, and processes for customer interactions and preliminary investigations
Skills required to succeed in this role:
- Experience of Field investigation/Audit roles
- Excellent verbal communication and interpersonal skills with a collaborative management style
- Patience and perseverance. Should be proactive and skilled in objection handling. Multi linguistic North and South languages (should be able to converse confidently with customers in the local language)
- Entrepreneurial mind-set along with an ability to hustle and solve problems
- Should have work experience in customer support, operations or collections roles
- Should be a graduate