- Office in Mohali
Description
Role: Customer Support Executive – Collection Complaint Management
Experience: 1–4 Years
Location: Mohali (5days & General Shift)
About the Role
We are looking for a detail-oriented and customer-focused professional to join our Collection Complaint Management team. The role involves managing Collection -related queries, Request and Complaints resolving escalations, and ensuring timely and accurate communication between customers, lenders, and internal stakeholders. You will be responsible for handling high-volume support requests while maintaining consistent service levels and contributing to process improvements.
Key Responsibilities
- Manage and resolve Collection -related complaints, request and queries, and disputes through calls, email, or ticketing tools.
- Handle escalation calls and ensure timely resolution with high customer satisfaction.
- Coordinate with internal teams (Operations, Risk, Collections, Credit, etc.) to expedite resolution of complex cases.
- Track complaint status, follow up proactively, and ensure adherence to TAT (Turnaround Time) and SLA standards.
- Maintain accurate logs, documentation, and case histories in CRM systems.
- Identify recurring issues and share actionable insights to improve processes and reduce complaint volume.
- Ensure smooth handling of additional workload during peak times and maintain service continuity.
- Communicate clearly and professionally with customers and lender partners.
- Escalate critical issues to the senior team when necessary and ensure timely closure.
Required Skills & Qualifications
- 1–4 years of experience in customer support, service operations, lender support, or escalation management.
- Prior experience handling escalation calls is mandatory.
- Strong communication skills (verbal & written).
- Ability to manage high-pressure situations and multiple cases simultaneously.
- Good understanding of financial services/fintech/lending processes (preferred).
- Proficiency in CRM or ticketing tools (e.g., Freshdesk, Credit Mate, Seller Panel ).
- Strong problem-solving skills and a customer-first mindset.
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