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.