Trainer Customer Support

Job description

Training Lead - Customer Delight Team
About SmartCoin:
We are on a mission to create India’s largest fully automated financial Inclusion organization by
providing an array of financial services such as micro-loans to the vast underserved
middle/lower income segment. Being in the Top 10 Google Launchpad backed AI/ML Tech
start-ups, you will meet the first hand challenge of building & scaling the business. You will work
with some of the brilliant minds across the industry who passionately feel about solving the
macro issue of financial Inclusion.
We are present in over 18,000 pin codes in the country and have served over 6.6Mn users
across India. The user profile ranges from Micro-entrepreneurs, small retailers, Blue-Gray
collared workers, Salaried employees across sectors.
You will be one of the key owners of Petabytes of data and drive organizational growth by
extracting & applying data driven insights. You will also get an opportunity to work and patent
your AI/ML tech.
Our Values:
1. Excellence in everything we do: Take responsibility for the quality & timelines of your
actions & own the results till closure
2. Empathy – Put yourself in other’s shoes first, work collaboratively, put aside the
individual in you & work towards the larger benefit of all
3. Innovation – Constantly think ahead, build something new & different. Don’t fear to
fail, but keep experimenting
4. Perseverance – Never Give Up Attitude. Don’t settle for a “No”
5. Agility – Speed Matters Always
Our Culture
Are you someone who thrives on working on cutting edge technology? Working with innovators

in the early stages of ideas, products, or platforms?
Do you want to transform an industry? Crave new challenges and solving hard customer
problems using the latest in software technology? Are you the one who loves to work in chaos
& ready to get your hands dirty?
Then SmartCoin is the place for you to be!
We are a very close-knit organization and hence we are very approachable too - we believe in
team work & innovation. We are result oriented teams which have a lot of fun along the way.
We regularly recognize the good work of our team members and support them to excel beyond
their potential

What can you expect?
If you are a high performer, then you can expect to own a part of the company in the form of
ESOPs
You can expect the most competitive salaries in the market (in the 90th percentile)
Open Culture to voice out your opinions freely
An opportunity to learn from the best in the industry
Have an impact on the lives of Billions of People by financially uplifting them
Come help us re-imagine our solutions to provide world-class, best of breed solutions to delight
our customers and make a major impact on the FinTech industry

Roles & Responsibilities:
Conduct new hire and refresher training for various channels of the Cash loans CS team
Design and implement PKTs for the inhouse team and partner teams
Perform training needs analysis to identify triggers in the performance and find gaps in
the
process
Develop training content and process documents in line with product, policy, and other
stakeholders within the organization
Implement and manage the step-up program

Empower all Channels in becoming self-reliant for solving critical and ad-hoc process
issues
by
coordinating with various stakeholders within the organization
Act as a process expert for first loans, repeat loans, and balance transfer loans covering
all
products of the organization
Conduct process training for external partners such as Online Aggregators, Digital
Marketing
Work closely and coordinate with all the departments to drive improvement and
innovation in
the process

Job Requirements
Should have 2-3 years of experience as a Trainer preferably in chat process and Inbound
process
Knowledge about Finance Industry and Personal Loans will be an added advantage
Should be Graduate
Ability to work well under pressure in a dynamic environment
Strong ability to guide individuals toward goal achievement using sales, negotiation,
teamwork, and motivation
Excellent communication - English, Hindi, and regional language will be added advantage