Customer Support

Job Description: Refund, Loan & Dispute Operations Executive - Customer Support

Role Overview: We are seeking a detail-oriented, analytical, and ownership-driven Refund, Loan & Dispute Operations Executive to manage refund calculations, loan/EMI-related cases, non-starter loan cases, financial disputes, transaction reconciliation, and customer resolutions. The successful candidate will collaborate closely with Customer Support, Sales, Finance, Escalation teams, and external loan/financial partners to ensure that every assigned case is accurately analyzed, properly coordinated, and taken to end-to-end closure.

This is a numbers, data, and ownership-driven role. The candidate should be comfortable working with financial data, Excel/Google Sheets, transaction records, and customers.

Position Details

• Employment Type: Full-Time
• Department: Customer Support
• Experience: 1–3 years
• Qualification: B.Com / M.Com / BBA / Finance-related qualification preferred
• Location: Kolkata

Key Responsibilities

1. Refund Calculation & Processing:
   • Calculate refund amounts accurately as per the refund policy, payment mode, programme access, and applicable deductions.
   • Validate refund eligibility by checking payment records, enrolment details, and supporting documents.
   • Verify payment proofs, transaction IDs, and invoices before any refund is initiated.
   • Manage the complete refund lifecycle from request verification approval payout closure.
   • Ensure refunds are processed only after obtaining the required approvals.
   • Follow up on failed, delayed, or reversed refunds until the amount is credited to the customer.
2. Loan & EMI Case Management:
   • Handle loan/EMI-related cases for customers who have purchased programmes through loan or financing partners.
   • Verify and provide accurate information on EMI amount, EMI deduction history, EMI commencement date, tenure, outstanding amount, and payment/loan status.
   • Manage loan cancellations, incorrect deductions, and loan closure/foreclosure-related requests in coordination with the loan partner.
   • Analyse and manage non-starter loan cases, and coordinate with the loan partner to resolve them as per the agreed process.
   • Proactively connect with learners/customers in non-starter loan cases to understand the reason for non-start, provide clarity on loan/EMI status and next steps, and ensure the learner understands the resolution.
3. Financial Dispute Resolution:
   • Handle payment disputes, chargebacks, double debits, and failed transactions where the amount was debited.
   • Investigate each case using transaction records, payment gateway data, bank references, and customer communication.
   • Prepare the required documents and evidence to respond to disputes raised through payment gateways, banks, or partners within timelines.
   • Own the dispute end-to-end after raising it with the concerned POC, including regular follow-ups, TAT monitoring, escalation of delays, validation of the resolution, and formal closure of the case.
   • Escalate complex, high-value, or suspicious cases for appropriate review.
4. Transaction Reconciliation:
   • Reconcile transactions across payment gateway reports, bank statements, sales/CRM records, and loan partner reports.
   • Identify mismatches, duplicate payments, unmapped payments, and pending settlements.
   • Coordinate with the Finance team to resolve discrepancies and close open items.
5. Customer Resolution & Case Closure:
   • Communicate with customers on refund, loan, and dispute cases in a clear, professional, and empathetic manner.
   • Explain refund calculations, loan status, and expected timelines to customers in simple terms.
   • Prioritize cases based on financial impact, customer impact, ageing, defined TAT, and escalation severity, ensuring that high-value and critical cases receive timely attention.
   • Resolve escalated customer cases within the defined TAT.
   • Reconnect with the learner/customer after internal resolution wherever required and provide clear closure, including the action taken, final outcome, and any further steps expected from them.
6. Stakeholder & Partner Coordination:
   • Coordinate with Customer Support, Sales, Finance, Escalation teams, and external loan/financial partners.
   • Follow up on pending approvals, partner responses, payouts, and documentation.
   • Identify recurring issues and process gaps, and recommend improvements for better control, speed, and transparency.
7. Reporting & Record Management:
   • Maintain tracking sheets of refunds, loan cases, and disputes using Microsoft Excel and Google Sheets.
   • Prepare regular MIS reports on case volumes, refund value, pending cases, and closure rates for management review.
   • Ensure all records and supporting documents are properly organized and readily available for review.
8. Confidentiality & Financial Control:
   • Maintain strict confidentiality of customer and company financial information.
   • Handle bank details, loan information, and transaction data responsibly.
   • Support controls that minimize errors, duplicate refunds, misuse, and unauthorized payouts.

Required Skills & Qualifications

• B.Com / M.Com / BBA / Finance-related qualification preferred.
• 1–3 years of experience in refund operations, loan/EMI operations, payment disputes, reconciliation, finance operations, or a similar role.
• Strong working knowledge of Microsoft Excel and Google Sheets (VLOOKUP/XLOOKUP, Pivot Tables, SUMIF/COUNTIF, filters).
• Good understanding of payment flows, EMIs/loans, refunds, chargebacks, and transaction records.
• Experience handling loan/EMI queries (EMI deductions, tenure, outstanding amount, foreclosure) will be a strong advantage.
• Ability to perform accurate financial calculations and analyze transaction data.
• Strong attention to detail and numerical accuracy.
• Strong written and verbal communication skills for customer and partner interactions.

Key Personal Attributes

• Good organizational, coordination, and follow-up skills.
• Comfortable coordinating with customers, internal teams, and external partners.
• High integrity and strong ethical standards.
• Analytical and detail-oriented.
• Strong ownership and accountability till case closure.
• Calm and patient while handling escalated customers.
• Process-driven with good judgment.
• Comfortable handling sensitive financial information.
• Ability to work independently and maintain accurate records.

What We Offer

• Opportunity to work closely with the Customer Support, Finance & Operations teams.
• Hands-on exposure to refund operations, loan/EMI processes, payment disputes, and reconciliation.
• Opportunity to build and improve refund and dispute resolution processes.
• Growth opportunity within a fast-paced organization.

About be10X

At be10X (Goenka Kachave LLP), we don't just teach AI – we turn it into a career weapon. We're an AI upskilling platform built to help working professionals unlock faster promotions, bigger salary hikes, sharper productivity, and career breakthroughs they didn't think were possible yet. Founded by IIT Kharagpur alumni Aditya Goenka and Aditya Kachave, we've rewritten the career trajectories of over 5 million learners through cutting-edge programs spanning AI, Finance, Data, Product, and Business.

And we're not just growing – we're scaling fast. A profitable, fully bootstrapped organization with INR 500+ crore in annual recurring revenue, a 2,500+ member team, and 15 offices across Pune, Bengaluru & Kolkata, we're one of India's – and the globe's – fastest-growing EdTech organizations.