Customer Support Associate

Designation: Customer Support Associate

Department: Customer Support / Grievance Redressal

Industry Preference: NBFC / Bank / FinTech / Digital Lending

Experience: 3-4 Years

Role Overview

We are looking for an experienced Customer Support Associate with strong exposure to the Banking/NBFC/FinTech lending environment.

The ideal candidate should have hands-on experience in handling customer grievances, escalated complaints, and RBI-related complaints, along with a sound understanding of applicable RBI guidelines, grievance redressal requirements, and customer protection practices.

The candidate will be responsible for managing the day-to-day Grievance and Customer Support function, ensuring timely and accurate resolution of complaints, reviewing regulatory/escalated responses, maintaining appropriate documentation and RCA, and managing the overall performance of the Customer Support/Grievance team.

Key Responsibilities:

Grievance & Regulatory Complaint Management & Customer Support

• Handle and supervise complex and escalated customer grievances received through Email, Customer Support, Grievance/Nodal channels, and other escalation platforms.
• Independently review and prepare responses for RBI complaints, including complaints received through RBI CMS/Ombudsman channels.
• Ensure regulatory responses are factual, comprehensive, professional, and supported by appropriate account records and documentary evidence.
• Maintain a strong understanding of the RBI grievance redressal framework, applicable Ombudsman requirements, and customer protection guidelines.
• Review customer allegations against system records, Loan Agreements, KFS, repayment records, communication trails, call records, and other available evidence before finalising responses.
• Coordinate with the Grievance Redressal Officer, Nodal Officer, Compliance, Legal, Operations, Collections, Credit, Tech, and other internal stakeholders for timely resolution.
• Ensure regulatory and customer complaints are addressed within prescribed internal and regulatory timelines.
• Maintain complete case documentation, response trails, and supporting evidence for audit and regulatory requirements.
• Manage the day-to-day performance of the Customer Support and Grievance team.
• Allocate cases/tickets based on priority, complexity, SLA, and team capacity.
• Monitor productivity, quality, ageing, backlog, resolution TAT, and SLA adherence.
• Review and approve responses prepared by team members, particularly sensitive or escalated complaints.
• Conduct regular team huddles, coaching, feedback, and refresher sessions.
• Identify training needs and coordinate with Quality/Training teams for improvement.
• Ensure adherence to SOPs, escalation matrices, regulatory requirements, and communication standards.
• Monitor individual and team KPIs and prepare periodic performance/MIS reports.
• Drive reduction in complaint ageing, repeat complaints, and escalation volumes.
• Take ownership of unresolved/high-risk cases and ensure closure through appropriate stakeholder coordination.

Complaint Investigation & RCA

• Conduct detailed Root Cause Analysis (RCA) for escalated and regulatory complaints.
• Identify recurring issues, process gaps, agent errors, system-related concerns, and potential compliance risks.
• Recommend Corrective and Preventive Actions (CAPA) to reduce repeat complaints and regulatory escalations.
• Track complaint trends and highlight high-risk issues to management.
• Ensure serious complaints involving customer harassment, incorrect reporting, unauthorized transactions/loans, data privacy, repayment disputes, collection practices, or other compliance-sensitive matters are appropriately escalated.

Required Experience & Skills

• 4–7 years of overall experience in Customer Service, Customer Grievance, Escalation Management, or Complaint Resolution.
• Prior experience with an NBFC, Bank, Digital Lending Company, or FinTech is strongly preferred.
• Hands-on experience in handling RBI complaints / Ombudsman complaints / regulatory escalations is highly preferred.
• Minimum 1–2 years of Team Leader or equivalent team-handling experience preferred.
• Strong understanding of customer grievance redressal processes applicable to Banks/NBFCs.
• Working knowledge of RBI guidelines relating to customer service, digital lending, grievance redressal, and fair customer treatment.
• Ability to independently draft professional and regulator-ready complaint responses.
• Strong investigation, RCA, and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Strong stakeholder management and escalation-handling skills.
• Ability to manage sensitive and high-risk customer complaints calmly and professionally.
• Good working knowledge of Excel, CRM/Ticketing systems, and MIS reporting.

Preferred Candidate Profile

Candidates who have previously worked in functions such as Customer Grievance, Nodal Desk, Escalation Desk, RBI Complaint Desk, Customer Experience, Customer Support, or Banking/NBFC Complaint Management will be preferred.

Experience in handling complaints relating to personal loans/digital lending, repayment disputes, collection-related grievances, credit bureau/CIBIL disputes, unauthorized/fraudulent loan complaints, foreclosure/settlement, refunds, NOC/closure issues, and customer service escalations will be an added advantage.

Key Performance Indicators (KPIs)

• Complaint Resolution TAT & SLA Adherence
• RBI/Regulatory Complaint Quality & Timely Closure
• Customer Grievance Ageing & Backlog
• First-Time-Right Response Quality
• Repeat Complaint / Re-escalation Rate
• RCA & CAPA Effectiveness
• Team Productivity & Quality
• Regulatory/SOP Compliance
• Team Coaching & Performance Improvement
• Stakeholder Coordination & Escalation Closure

Education

Graduate in any discipline is mandatory.

Candidates with qualifications or certifications in Banking, Finance, Compliance, Law, or Financial Services will be preferred.

Ideal Candidate: The ideal candidate should be able to independently understand a customer complaint, investigate the complete case, identify regulatory/compliance implications, prepare or review an appropriate response, coordinate with relevant stakeholders for resolution, and simultaneously manage the productivity, quality, and performance of the Customer Support/Grievance team.