Customer Support Expert

Job Description Escalation Process (NBFC)

Job Title: Escalation Executive / Senior Executive Customer Escalations

Industry: NBFC / Fintech / Banking & Financial Services

Department: Customer Experience / Operations

Location: Bangalore

Experience: 14 Years

Job Summary

We are looking for a customer-focused and detail-oriented professional to handle customer escalations in the NBFC/Fintech sector. The candidate will be responsible for resolving complex customer complaints related to loans, repayments, collections, service issues, and other financial products while ensuring timely resolution and customer satisfaction.

Key Responsibilities

Handle and resolve customer escalations received through calls, emails, tickets, and other communication channels.

Manage customer complaints related to loan processing, disbursement, repayment, collections, foreclosure, refunds, and account-related issues.

Coordinate with internal teams such as Collections, Operations, Credit, Customer Support, and Legal to ensure timely resolution.

Investigate customer concerns, identify root causes, and provide appropriate resolutions within defined turnaround times (TAT).

Handle high-priority and sensitive complaints professionally while maintaining customer satisfaction.

Maintain accurate records of complaints, resolutions, and follow-up actions in the CRM or ticketing system.

Ensure compliance with company policies, customer service standards, and applicable RBI guidelines.

Identify recurring issues and recommend process improvements to reduce repeat complaints.

Prepare escalation reports and share updates with management on pending and resolved cases.

Ensure effective communication with customers and provide timely updates until closure.

Required Skills

Excellent verbal and written communication skills.

Strong problem-solving, analytical, and customer-handling abilities.

Experience in customer escalations, grievance handling, or complaint management.

Knowledge of NBFC, banking, fintech, loans, and collections processes.

Ability to manage difficult customer situations with patience and professionalism.

Good coordination, follow-up, and time-management skills.

Basic knowledge of MS Excel, CRM, and ticketing tools.

Eligibility Criteria

Graduate in any discipline.

1–4 years of relevant experience in customer escalations, grievance management, customer service, or NBFC operations.

Experience in an NBFC, fintech, banking, or financial services organization will be preferred.

Disclaimer: KreditBee shall not be responsible for any loss, damage, or claims arising from fraudulent job offers or recruitment communications made by unauthorized individuals or entities falsely representing the company. Candidates should exercise due diligence and verify the authenticity of all recruitment-related communications before taking any action.

This job description is intended to outline the general nature and key responsibilities of the position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The responsibilities and qualifications described may be subject to change, and other duties may be assigned as needed. Employment is at-will, meaning the employee or the employer may terminate the employment relationship at any time, with or without cause, and with or without notice.

Data Utilization Disclaimer

By applying for this position, you acknowledge and agree that any personal data you provide may be used for recruitment and employment purposes. The data collected will be stored and processed in accordance with our privacy policy and applicable data protection laws. Your information will only be shared with relevant internal stakeholders and will not be disclosed to third parties without your consent, unless required by law.