Personal Banking Manager

About Aspora

People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users.

Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital. We're a team of 75+ across India, the UK, the UAE, EU and the US, working with extreme ownership, radical candour, and an obsession with customer impact.

We celebrate builders who question assumptions, ship fast, and turn regulatory complexity into elegant solutions. If you’re driven to redefine what global banking can be, we’d love to build the future with you.

Role Summary

As a Personal Banking Manager at Aspora, you'll be the trusted financial partner for our NRI customers. You'll understand their unique financial situations, guide them through their NRI banking journey, resolve issues with empathy and efficiency, and be the voice of the customer internally. This isn't a typical call center role—you'll build genuine relationships, solve real problems, and directly impact our product evolution.

What You'll Do

Customer Relationship & Advisory

• Understand deeply: Conduct detailed discovery conversations to understand each customer's remittance behavior, financial goals, life stage, and India-specific needs

• Profile & segment: Build comprehensive customer profiles to personalize guidance and identify the right banking solutions (NRO vs NRE, account features, add-on services)

• Drive adoption: Guide customers through NRI banking setup, explaining regulatory requirements (FEMA compliance, tax implications) in plain language

• Educate proactively: Help customers understand the "why" behind NRI banking—not just the "what"—building confidence and reducing future issues

• Identify opportunities: Spot upsell/cross-sell opportunities naturally through understanding customer needs (higher AUM tiers, additional services)

Issue Resolution & Problem-Solving

• Troubleshoot independently: Diagnose and resolve account opening issues, transaction failures, documentation problems, and KYC challenges

• Think on your feet: Apply creative problem-solving when standard processes don't fit unique customer situations

• De-escalate effectively: Handle frustrated or confused customers with empathy, turning negative experiences into positive outcomes

• Own end-to-end: Take accountability for resolution from first contact to confirmation—no "that's not my department"

• Know when to escalate: Recognize complex technical, compliance, or policy issues requiring specialist intervention and escalate efficiently with full context

Documentation & Process Improvement

• Document meticulously: Record every customer interaction, issue, resolution, and insight in CRM with clarity and detail

• Identify patterns: Spot recurring issues, customer pain points, and product gaps through day-to-day interactions

• Feed product development: Translate customer feedback into actionable product/process improvement recommendations

• Build knowledge base: Contribute to internal documentation, FAQs, and playbooks based on real customer scenarios

Escalation & Coordination

• Manage escalations: Route complex issues to appropriate teams (compliance, tech, operations) with complete context and follow through to resolution

• Coordinate across teams: Work with product, operations, and compliance teams to solve systemic issues

• Advocate for customers: Be the internal voice pushing for customer-centric solutions when policies or processes create friction

Who You Are

Essential Qualifications

• Education: Bachelor's degree in any field (Commerce, Business, Finance preferred but not required)

• Experience: 0-4 years in customer-facing roles—banking, fintech, financial services, wealth management, or high-touch customer success

• Communication: Exceptional verbal and written communication in English; additional Indian languages (Hindi, Tamil, Telugu, etc.) are a strong plus

• Problem-solving: Natural troubleshooter who doesn't need a script for every situation

• Customer empathy: Genuine interest in understanding and helping people navigate complex financial decisions

Preferred Background

• Quick learner, great communication skills

• Experience working in startups or fast-paced environments where you've worn multiple hats