Escalation Manager

About the Role

CASHe is looking for a Customer Success Executive – Collections to manage customer escalations, regulatory communications, and collection-related customer support for unsecured digital lending. The ideal candidate should have strong collections knowledge, excellent English communication skills, and experience handling regulatory and legal customer queries.

Key Responsibilities

• Handle customer queries related to collections through calls, emails, and CRM.
• Manage escalations received from RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal, and other regulatory forums.
• Coordinate with Internal Collections, Finance, Technology, BI, Operations, and Compliance teams for timely resolution.
• Draft professional responses to customers and regulatory authorities.
• Ensure adherence to RBI guidelines and internal compliance processes.
• Track and monitor customer complaints through CRM platforms.
• Maintain high service standards while ensuring collection objectives are achieved.
• Prepare MIS, follow-ups, and closure reports for escalated cases.

Required Skills & Experience

• 2–5 years of experience in Customer Success, Collections, or Customer Service within an NBFC, Bank, Fintech, or Digital Lending company.
• Strong understanding of Unsecured Loan Collections.
• Experience handling RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal, and other regulatory/customer grievance platforms.
• Hands-on experience with CRM platforms such as Kapture, Freshdesk, or similar ticketing tools.
• Excellent written and spoken English with strong drafting skills.
• Ability to manage difficult customer conversations professionally.
• Good coordination and stakeholder management skills.
• Proficiency in Microsoft Excel and reporting.

Preferred Candidate

• Prior experience in a Digital Lending/NBFC environment.
• Knowledge of RBI Fair Practices Code and digital lending regulations.
• Ability to work under pressure, manage multiple escalations, and meet strict TATs.
• Strong analytical, problem-solving, and decision-making skills.