FinCrif - Senior Specialist - Customer Support

About the job:

Job Summary:

As a Customer Support Specialist , you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels.

They will act as a liaison between customers, internal teams and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement.

Key Responsibilities:

- Monitor and manage the escalation queue to ensure timely response and resolution

- Managing complaints received from Reserve Bank of India

- Investigate and resolve escalated customer issues with a focus on root cause analysis

- Collaborate with internal teams and financial institutions to resolve the escalated cases

- Maintain detailed documentation of escalated cases and actions taken

- Provide feedback to frontline agents to reduce future escalations

- Identify trends in escalations and recommend process or policy improvements

- Ensure all escalations are handled in accordance with SLAs and quality standards

Desired Skills & Experience:

- 5-6 years of experience in customer service, preferred with at least 2 years' experience in managing escalations or critical task queues.

- Strong problem-solving and conflict-resolution skills

- Excellent verbal and written communication

- Ability to remain calm and professional under pressure

- Proficiency in ticketing systems

- Strong organizational skills and attention to detail

- Ability to multitask and prioritize in a fast-paced environment