Job Title: Customer Support Officer/ Manager
Location: Gurgaon
Experience: 2–5 Years
Industry: Fintech / NBFC
Role Overview
We are looking for a Customer Support Officer with strong experience in handling customer grievances within the fintech or NBFC ecosystem. The ideal candidate should have hands-on experience managing complaints related to LSP (Loan Service Providers) and regulatory grievance handling, ensuring timely and compliant resolution.
Key Responsibilities
- Handle and resolve customer complaints and grievances efficiently across multiple channels
- Manage end-to-end grievance handling for LSP-related issues
- Ensure compliance with regulatory guidelines (RBI/NBFC norms) in grievance resolution
- Maintain proper documentation and tracking of all customer complaints
- Coordinate with internal teams and external partners (LSPs) for issue resolution
- Monitor TATs and ensure closure within defined timelines
- Identify recurring issues and suggest process improvements
- Prepare reports and dashboards for grievance trends and resolution metrics
Requirements
- 2–5 years of experience in customer support or grievance handling in Fintech/NBFC
- Strong understanding of LSP operations and complaint handling processes
- Familiarity with regulatory grievance frameworks and compliance standards
- Excellent communication and problem-solving skills
- Ability to handle high-pressure situations and sensitive customer issues
- Proficiency in MS Excel and CRM tools
Preferred Skills
- Experience in handling escalations and regulatory complaints
- Knowledge of RBI guidelines for digital lending and grievance redressal
- Strong attention to detail and documentation
Job Types: Full-time, Permanent
Pay: ₹400,000.00 - ₹600,000.00 per year
Work Location: In person
