Customer Support Executive

Money View; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Structured growth

Compliance-driven environment

Training & mentorship

Cross-functional collaboration

Job summary

Money View is seeking a detail-oriented Customer Support Executive (Voice Blended Process) with regulatory industry experience to manage customer queries across calls and email. The role emphasizes compliance, empathy, and high-quality service across channels.

The ideal candidate should have 12+ years in customer support within FinTech/BFSI/Insurance/Telecom, with a graduate degree and ability to handle sensitive information.

Qualifications

• Experience in regulated industries such as FinTech, BFSI, Insurance, or Telecom.
• 12+ years of experience in customer support, voice and/or email.

Responsibilities

• Handle inbound and outbound calls and emails to resolve queries, complaints and service requests.
• Respond to emails within defined TAT and quality SLAs.
• Identify customer needs and provide accurate, timely resolutions.
• Adhere to regulatory and internal compliance guidelines while investigating issues.
• Draft clear, professional and empathetic email responses following company standards.
• Escalate complex issues to internal teams and ensure timely follow-up and closure.
• Maintain accurate records of interactions, case logs, trackers and resolutions.
• Build strong customer relationships through professional communication.
• Ensure compliance with RBI, TRAI and other authorities as applicable.
• Support audits with call records, email logs and documentation as required.
• Highlight recurring issues to supervisors for process improvement.

Skills

Strong communication skills

Empathy

Detail-oriented

Education

Graduate in any discipline

Job description

Job Title: Customer Support Executive (Voice Blended Process Regulated Sector)

We are looking for a detail-oriented and empathetic Customer Support Executive to handle customer queries and complaints through a blended process, including inbound calls, outbound calls, and email support. The role requires strong communication skills, adherence to compliance standards, and the ability to manage sensitive customer information. The ideal candidate should have prior experience in a regulated industry such as FinTech, BFSI, Insurance, or Telecom, and be capable of delivering high-quality customer experiences across multiple channels.

Key Responsibilities:

• Handle inbound and outbound calls, as well as email interactions, to resolve customer queries, complaints, and service requests
• Respond to customer emails within dened TAT and quality SLAs
• Identify customer needs and provide accurate, complete, and timely resolutions
• Investigate customer issues thoroughly while adhering to regulatory and internal compliance guidelines
• Draft clear, professional, and empathetic email responses aligned with the companys communication standards
• Escalate complex or unresolved issues to relevant internal teams and ensure timely follow-up and closure
• Maintain accurate records of customer interactions, case logs, trackers, and resolution documentation
• Build and maintain strong customer relationships through professional and empathetic communication
• Ensure strict compliance with regulatory frameworks such as RBI, TRAI, or other applicable authorities
• Support internal and external audits by providing call records, email logs, and documentation as required
• Identify recurring customer issues and proactively highlight them to supervisors for process improvement
• Follow company policies, communication guidelines, and quality standards at all times
• Actively contribute to customer retention by delivering a high standard of service

Key Requirements:

• Minimum 12 years of experience in customer support (voice and/or email) within a regulated industry (FinTech, BFSI, Insurance, Telecom, etc.)

Preferred Qualifications:

• Graduate in any discipline (Business, Commerce, or Communication preferred)
• Experience handling sensitive, escalated, or regulatory customer complaints
• Exposure to audit processes, compliance documentation, or regulated complaint handling
• Prior experience in a blended customer support environment is an advantage

What We Oer:

• Opportunity to grow within a structured and compliance-driven customer experience function
• Exposure to regulated industry processes and best practices
• Collaborative work environment with cross-functional teams including Legal, Product, and Technology
• Training, mentorship, and career development opportunities
• Professional and performance-driven workplace