Associate

Mastermind Network; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Mastermind Network is hiring for a Customer Support role in Gurgaon. The position involves guiding customers through end-to-end money movement workflows, resolving transactional issues, and providing clear communication on how different payments processes interconnect.

The role emphasizes accuracy, timely responses, and risk-aware handling of money-movement scenarios in a fast-paced environment, with a focus on customer satisfaction and trust-building.

Qualifications

• Bachelor’s or higher not required beyond graduation (Any Graduate).
• Experience in customer support, CX or related fields is a plus.
• Familiarity with banking/payments terminology is beneficial.

Responsibilities

• Guide customers through end-to-end money movement workflows with accuracy and timeliness.
• Diagnose and resolve transactional issues (payments, holds, disputes, funding delays).
• Explain how workflows connect across products (payments, deposits, reconciliation).
• Own issues from intake to resolution and document progress when escalations are needed.

Skills

Customer Support

Customer Experience

Data Analytics

Fraud Detection

Sales

Education

Any Graduate

Job description

Greeting!!

We are hiring for one of our client in Gurgaon.

Skills: Customer Support / Customer Service.

Shifts: US shifts

Location Gurgaon

Qualification: Any Graduate

Responsibilities:

• Guide customers through end-to-end money movement workflows for payments and funding, including receiving money (inflows) and sending/withdrawing money (outflows), with an emphasis on accuracy, timeliness, and customer confidence.
• Diagnose and resolve transactional issues such as failed/returned payments, holds, chargebacks/disputes impacts, funding delays, bank connection issues, reconciliation mismatches, and deposit/withdrawal exceptions, using a structured investigative approach.
• Help customers understand how workflows connect across products (for example: payments deposits bank posting reconciliation; loans funding repayment reporting).
• Own customer issues from intake to resolution whenever possible; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly to reduce repeat work and customer effort.
• Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within role scope.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customers issue forward.
• Gain a thorough understanding of the customers small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach)

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English