G7 Customer Support Senior Executive

Customer Service Senior Executive( AM / TL )

Location: Mumbai

Position Overview:

We are seeking a highly skilled and experienced Customer Service Senior Executive to join our dynamic team in the fintech credit business. The ideal candidate will have a strong background in email process handling, back-office operations, and stakeholder management. This role requires excellent communication skills, advanced Excel proficiency, and a deep understanding of RBI regulations, credit information bureaus, and related fields. The candidate should be a self-starter with prior experience in fintech startups, NBFCs, or the banking industry and must be capable of managing a team of 5-6 people.

Key Responsibilities:

- Oversee and manage email-based customer service processes and back-office operations.
- Lead a team of 5-6 customer service executives, ensuring high performance and adherence to SLAs.
- Act as a subject matter expert (SME) in customer service operations, providing guidance and support to the team.
- Handle escalations and complex customer queries with professionalism and efficiency.
- Collaborate with internal and external stakeholders to resolve issues and improve processes.
- Having some exposure and knowledge in RBI regulations, credit bureau guidelines, and other relevant standards.
- Generate reports & Maintain data base using advanced Excel to track performance and identify areas for improvement.
- Maintain a high level of individual contribution while managing team responsibilities.

Qualifications and Skills:

- Minimum educational qualification: 3-year graduate degree.
- 3-5 years of experience in customer service, with at least 2 years in team handling and stakeholder management.
- Strong exposure to fintech startups, NBFCs, or the banking industry.
- Excellent verbal and written communication skills in English.
- Advanced proficiency in Excel and MS Office tools.
- knowledge of RBI regulations, credit information bureaus, and related fields.
- Ability to work in a fast-paced, dynamic environment and handle high-pressure situations.
- Self-starter with strong problem-solving and decision-making skills.

Good to have

- Previous experience in NBFC/Fintech CS operations function
- Exposure in Social media grievance handling end to end
- Understanding of Bureau reporting and CIC Grievance redressal exposure in fintech/NBFC environment
- Strong Excel, MS office , PPT skill