Escalation Executive

***Must have experience in Fintech/NBFC/BFSI

***Must have experience with working in Escalations

Position - Escalation Executive, L2 PocketMitra Support

Reports to - Team Lead (L3)

Team size - 2

Experience required

Minimum 2 years in an NBFC / BFSI / fintech lending environment

Qualification

Graduate (any stream); prior NBFC customer support or grievance-handling background strongly preferred

Role Summary

Own escalated mail and call cases forwarded from L1 that require deeper investigation, direct customer conversation, and root cause analysis (RCA) — rather than a standard scripted response. This is an investigation-focused role, not a high-volume processing role.

Key Responsibilities

• Take ownership of cases escalated by L1 across mail and voice
• Speak directly with the customer to fully understand the complaint before responding
• Conduct root cause analysis — review loan/account status, repayment history, KYC records, and co-lending partner data (e.g., Nice Finance) as needed
• Coordinate with product, collections, or partner teams when resolution requires input beyond L2's own authority
• Maintain clear RCA and resolution notes for TL review and audit purposes
• Identify and flag recurring or systemic issues upstream instead of resolving the same root cause repeatedly on a case-by-case basis
• Meet TAT and quality benchmarks set by the Team Lead
• Escalate to L3 (TL) only cases genuinely requiring final authority or cross-team resolution beyond L2's scope

Required Skills & Knowledge

• Minimum 2 years' hands-on experience in an NBFC / BFSI / fintech lending environment (customer service, collections, or escalations)
• Working knowledge of NBFC lending processes: loan servicing, repayment cycles, KYC, co-lending arrangements
• Strong written communication (professional email drafting) and verbal communication (handling sensitive calls calmly)
• Analytical mindset — comfortable digging into account history and transaction data to find a root cause, not just closing a ticket
• Experience with a CRM/ticketing tool (Freshdesk, Zendesk, or similar)
• Sound judgment on when to resolve independently vs. when to escalate further

Success Measures

• RCA quality — root cause correctly identified and documented, not just symptom fixed
• TAT adherence on assigned escalation cases
• Low repeat-escalation rate (same customer/issue reopening after closure)
• Constructive upstream feedback that reduces recurring L1 escalations over time