Job Description

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

At Creditspring, we offer an affordable subscription-based service that provides access to interest-free loans, allowing customers to cover unforeseen expenses without resorting to expensive credit options.


By working at Creditspring, you would be part of a dynamic team dedicated to delivering exceptional customer service, promoting financial literacy, and fostering a supportive and inclusive work environment. You would have the chance to develop your skills, contribute to the growth of the company, and help individuals gain greater control over their financial lives.


Our Customer Operations team plays a vital role in keeping our members satisfied. Service excellence, customer care, and satisfaction are the core of who we are, so your contribution will have a direct impact on our organisational success. This role is based in our Bangalore office, and you should be able to commute to the office within a reasonable time. The company provides cab reimbursement for travel from the office to home in the late evening

only for female employees

, in accordance with our safety and transportation policies.

About the role

The Customer Operations Agency Executive is responsible for managing and coordinating work between Creditspring and its external agency partners, alongside undertaking wider back-office operational tasks to support the effective running of Customer Operations.


The role ensures that third-party activity is accurate, compliant, timely, and aligned with Creditspring's customer outcomes and regulatory obligations.
This role acts as a key operational link between internal teams and agency partners, supporting effective case progression, issue resolution, and consistent member experience.

Key Responsibilities

Agency Case Management

o Manage daily inflow of agency-related tasks and queries across assigned work queues
o Review and action requests from agency partners within agreed SLAs
o Ensure accurate updates to internal systems, including notes, outcomes, and next actions
o Support resolution of complex or escalated agency cases

Partner Liaison & Coordination

o Act as a primary point of contact for agency partners on operational queries
o Provide clear guidance to agencies on process, documentation, and next steps
o Escalate issues or risks appropriately to Team Leaders or Managers
o Support smooth handovers between agencies and internal teams

Quality, Compliance & Risk

o Ensure all activity complies with internal policies, FCA guidance, and Consumer Duty requirements
o Identify potential vulnerability indicators and escalate in line with defined processes
o Support QA activity by providing information, evidence, or clarification when required
o Flag recurring issues or trends that may indicate process or partner performance concerns

Process & Continuous Improvement

o Identify patterns or inefficiencies in agency interactions and workflows
o Provide feedback on process gaps, repeat issues, or opportunities to improve outcomes
o Support implementation of agreed process changes or improvements

Collaboration & Reporting

o Work closely with Customer Support, Forbearance, and QA teams to ensure joined-up outcomes
o Contribute to basic reporting on volumes, trends, and SLA performance
o Participate in team huddles, training sessions, and calibration activities

Skills & Experience

Essential

o Experience in a customer operations, back office, or administrative role
o Strong attention to detail and ability to manage multiple tasks
o Clear written communication skills
o Confidence working with systems and case management tools
o Good understanding of customer vulnerability and escalation principles

Desirable

o Experience working with third-party agencies or outsourced partners
o Background in financial services, collections, or regulated environments
o Familiarity with CRM or case management systems

Behaviours & Attributes

o Calm and methodical approach to work
o Strong sense of ownership and accountability
o Able to work collaboratively across teams
o Comfortable working with process and controls
o Focused on fair, accurate, and compliant customer outcomes



Don't meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn't fit perfectly but this role excites you, we'd love for you to apply. We're committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.



Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.