We are hiring For Customer Support Associate - Escalation Management

Role Title: Consumer Support Associate - Escalation Management

Function: Consumer Support

Reports To: Consumer Support Manager

Role Purpose:
To manage and resolve customer complaints and escalations across various channels, ensuring timely, fair, and compliant resolution. The role will handle priority complaints received through Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), RBI CMS/Ombudsman, and Executive Escalation channels while collaborating with internal and external stakeholders to deliver superior customer experience and meet regulatory obligations.

Key Responsibilities
1. Escalation & Complaint Management
• Manage end-to-end resolution of customer complaints received
through all channels including escalation channels.
• Handle priority, sensitive, and complex complaints requiring detailed
investigation and cross-functional coordination.
• Manage cases received through Social Media, CPGRAMS, Nodal Officer
(NO), Principal Nodal Officer (PNO), RBI CMS/Ombudsman, Internal
Ombudsman, and Executive Escalation channels.
• Investigate complaints, identify root causes, and drive timely
resolution within defined SLAs and regulatory timelines.
• Ensure clear, accurate, and professional communication with
customers throughout the complaint lifecycle.

2. Stakeholder Management
• Coordinate with internal teams including Operations, Compliance,
Legal, Product, Technology and Customer Service teams to facilitate
complaint resolution.
• Liaise with Internal Ombudsman, vendor partners, service providers,
and credit institution stakeholders for effective investigation and
closure of complaints.
• Escalate critical customer, regulatory, or reputational risk cases to
appropriate stakeholders and management.

3. Regulatory & Process Compliance
• Ensure complaint handling and responses are aligned with internal
policies, regulatory guidelines, and grievance redressal standards.
• Maintain accurate records of complaint investigations, customer
communications, and resolution outcomes.
• Adhere to defined TATs and support audit, governance, and
regulatory review requirements.
• Support preparation and review of responses submitted to regulatory
and government authorities.

4. Quality & Customer Experience
• Deliver a high-quality customer experience across all escalation
channels.
• Ensure fair, balanced, and customer-centric complaint resolution.
• Identify recurring customer pain points, service gaps, and operational
issues impacting customer experience.
• Support initiatives aimed at improving complaint handling quality
and customer satisfaction.

5. Process Improvement & Enhancement Projects
• Participate in enhancement initiatives across complaint management
platforms including SDRM, SFCRM, and related customer servicing
systems.
• Support process improvement projects aimed at improving complaint
resolution effectiveness and operational efficiency.
• Assist in user acceptance testing (UAT), process validation, and
implementation of new complaint management capabilities.
• Highlight process gaps, automation opportunities, and recurring issues for continuous improvement.

6. Analytics & Reporting
• Track complaint ageing, SLA adherence, and resolution effectiveness
across escalation channels.
• Perform root cause analysis and trend identification for recurring
complaints and escalations.
• Prepare MIS, reports, and insights to support governance reviews and
management decision-making.
• Recommend corrective and preventive actions to reduce complaint
recurrence and regulatory escalations.

Key Skills & Competencies
• Strong verbal and written communication skills
• Complaint and escalation management
• Stakeholder management and collaboration
• Customer-first mindset with empathy and problem-solving ability
• Regulatory awareness and process compliance
• Attention to detail and analytical thinking
• Root cause analysis and issue resolution
• Ability to manage multiple priorities under stringent timelines
• Proficiency in complaint management and customer servicing systems

Experience & Qualification
• 2 -5 years of experience in customer support, complaint management,
grievance redressal, escalation handling, or customer experience
functions.
• Experience handling Social Media, CPGRAMS, NO, PNO, RBI
CMS/Ombudsman, Internal Ombudsman, or Executive Escalation
cases preferred.
• Experience in BFSI, fintech, payments, lending, or regulated financial
services environments preferred.
• Graduate in any discipline.

Work Location: BKC, Mumbai

Shift: Day shift

Interested candidates can directly share their resume on below mentioned email ID:

[email removed]