Customer Success Associate - Contractual Role

Branch Overview

Branch is a leading AI-powered lending fintech with 50M+ downloads across India and Africa. We use alternative data and machine learning to expand financial access for millions of people traditionally excluded from the formal financial system. Founded by the former CEO of Kiva.org and backed by leading investors including Andreessen Horowitz, Visa, and the IFC, Branch combines mission-driven impact with world-class technology and scale.

In India, Branch operates as a regulated digital lending institution and Middle Layer NBFC, building trusted and accessible financial products for millions of customers across the country. Our 250+ member India team is growing rapidly and works across technology, data science, risk, product, and operations to solve high-impact problems at scale.

Certified as a Great Place to Work in 2025, Branch offers the opportunity to build meaningful careers while shaping the future of inclusive fintech in one of the world’s fastest-growing digital economies.

Job Summary – Customer Success Associate

Branch International is looking for a customer-focused Customer Success Associate to handle customer queries, review loan applications, support fraud prevention, follow up on overdue payments, and resolve repayment-related issues.
This is a 6-month contract role on Branch International’s payroll, with the possibility of extension based on business requirements.

Responsibilities:

• Customer Service: Delivering efficient and friendly responses to customer across different channels (main responsibility).
• Credit Risk: Evaluate loan applications for new borrowers applying for Branch loans, find and prevent fraud (main responsibility)
• Servicing & Collections: Proactively reaching out to borrowers who have missed payments
• Product: Escalating customer feedback and IT bugs to help improve our product
• Finance: Manage refunds, repayments, and other payment processes
• General: Various administrative projects as needed

Qualifications:

• 1-4 years of previous job experience in customer service primarily via calling
• Proficient in Hindi and English communication
• Passionate about our mission and our customers
• Highly entrepreneurial, proactive, and willing to get your hands dirty
• Excellent communication skills, both oral and written
• Good grammar, spelling and punctuation
• Driven by data and highly analytical, good understanding of excel preferred
• Ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays

Benefits of Joining:

• Competitive salary package
• Fast-paced, collaborative, and high-autonomy work culture
• Hybrid work setup designed for flexibility and work-life balance
• Fully paid medical insurance and personal accident insurance
• Generous paid time off, plus company-declared public holidays
• Monthly WFH stipend
• Quarterly social meet-ups and sponsored monthly team lunches

We’re looking for more than just qualifications -- if you’re unsure that you meet the criteria but identify with our vision of providing equal opportunity to everyone to access financial services, please do not hesitate to apply!

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law.