Apoorva Mishra

Retention Specialist @Volt Money

Bangalore Urban, IN

As a Retention Specialist at Volt Money, I play a key role in reducing customer churn and enhancing the overall user experience within the fintech lending space.Key Responsibilities:• Proactively engage with at-risk users to understand concerns and deliver tailored solutions, improving overall user retention• Handle escalations and complex customer queries related to credit products, loans, and account management• Collaborate with cross-functional teams (Product, Operations, Collections) to resolve systemic customer pain points• Leverage data and customer feedback to identify friction in the user journey and recommend improvements• Maintain high satisfaction scores through empathetic, solution-oriented communication across channels (chat, email, voice)• Ensure compliance with fintech regulations while delivering a customer-first experienceTools & Skills: CRM platforms, Escalation workflows, Active Listening, Written & Verbal Communication, Data-driven decision making, Digital Lending