Escalation Specialist – Fintech/Banking Operations

Job Details:

Job Type: Full-time, Permanent
Pay: ₹3,60,000 - ₹5,50,000 per year
Shift & Schedule:
✔ Day shift
✔ Fixed shift
✔ Monday to Friday
Location: Badarpur, Delhi, Delhi (On-site)

Benefits:

✔ Health insurance
✔ Paid sick time
✔ Paid time off
✔ Provident Fund

Roles & Responsibilities:

???? Customer Issue Resolution & Escalation Management
✔ Take ownership of customer issues and perform Root Cause Analysis (RCA) for resolution.
✔ Identify and assess customer needs, provide solutions, and suggest alternatives where applicable.
✔ Review escalated service requests and analyze escalation performance metrics.

???? Transaction Dispute Handling
✔ Resolve issues related to NEFT, IMPS, AEPS Cashout, and transactions in coordination with internal departments, banks, NPCI, and RBI within defined SLAs.
✔ Manage high-level escalations and grievance redressal helpdesk cases, ensuring resolution within Turnaround Time (TAT).
✔ Coordinate with service providers for various services such as DMT, AEPS, Recharge, BBPS, etc.

???? Risk & Compliance Management
✔ Liaise with Law Enforcement Agencies (LEAs) and banks for timely resolution of MHA/Fraud/Chargeback cases.
✔ Ensure compliance with dispute processing guidelines and handle chargeback queries efficiently.
✔ Maintain a repository of cases and chargeback records with accuracy.

???? Process & CRM Management
✔ Update and maintain escalation process records, ensuring real-time updates in management data.
✔ Manage CRM tools and software to facilitate customer success.
✔ Communicate effectively with banks and merchants regarding dispute resolution.

Desired Candidate Profile:

✔ Experience in the fintech/banking industry (preferred).
✔ Background in operations, risk management, or handling LEA cases (preferred).
✔ Strong analytical skills with the ability to operate different platforms within the system.
✔ Excellent communication skills (written & verbal) for managing emails and conversations professionally.
✔ Ability to work both independently and in a team environment.
✔ Willingness to work in flexible timings and week-offs when required.
✔ Must be able to commute or relocate to Badarpur, Delhi, before starting work.