Employer description & source details
This role exists to be the trusted financial partner that NRI customers actually need. Not a support agent. Not a script-reader. A person who understands the full complexity of their financial life across borders. NRI banking is not simple. FEMA compliance, cross-border tax implications, NRO vs NRE decisions: customers get these wrong when no one takes the time to explain them. You will. You'll build real relationships, diagnose real problems, and feed what you learn back into how the product evolves. You'll sit at the intersection of customer experience and product thinking. What you hear every day shapes what we build next. Own the end-to-end customer relationship for a book of NRI customers: from onboarding through ongoing advisory and retention Drive adoption of NRI banking products by translating regulatory complexity (FEMA, tax implications, account structures) into plain, confident guidance Resolve account, KYC, transaction, and documentation issues independently: first contact to confirmed resolution, no handoffs Identify recurring friction patterns across your customer interactions and translate them into specific product and process improvement recommendations Build and maintain detailed CRM records and contribute to internal playbooks that make the whole team sharper Experience in a customer-facing role in banking, fintech, financial services, or high-touch customer success Strong understanding of financial products; ability to explain them simply — NRI banking knowledge is a plus, curiosity is a requirement High ownership mindset: you treat a customer's problem as yours until it is solved Ability to operate without a script — you diagnose, improvise, and escalate with full context when needed Comfortable with regulatory and compliance complexity; you don't s
Extracted skills: customer success