Job Description

Role: Customer Support Executive - Collection Complaint Management
Experience: 1-4 Years
Location: Mohali (5days & General Shift)

About the Role

We are looking for a detail-oriented and customer-focused professional to join our Collection Complaint Management team. The role involves managing Collection -related queries, Request and Complaints resolving escalations, and ensuring timely and accurate communication between customers, lenders, and internal stakeholders. You will be responsible for handling high-volume support requests while maintaining consistent service levels and contributing to process improvements.

Key Responsibilities

- Manage and resolve Collection -related complaints, request and queries, and disputes through calls, email, or ticketing tools.Handle escalation calls and ensure timely resolution with high customer satisfaction. Coordinate with internal teams (Operations, Risk, Collections, Credit, etc.) to expedite resolution of complex cases. Track complaint status, follow up proactively, and ensure adherence to TAT (Turnaround Time) and SLA standards. Maintain accurate logs, documentation, and case histories in CRM systems. Identify recurring issues and share actionable insights to improve processes and reduce complaint volume. Ensure smooth handling of additional workload during peak times and maintain service continuity. Communicate clearly and professionally with customers and lender partners. Escalate critical issues to the senior team when necessary and ensure timely closure.

Required Skills & Qualifications

1-4 years of experience in customer support, service operations, lender support, or escalation management. Prior experience handling escalation calls is mandatory. Strong communication skills (verbal & written). Ability to manage high-pressure situations and multiple cases simultaneously. Good understanding of financial services/fintech/lending processes (preferred). Proficiency in CRM or ticketing tools (e.g., Freshdesk, Credit Mate, Seller Panel ). Strong problem-solving skills and a customer-first mindset.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.