Customer Support Executive

Truhome Finance Ltd; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Truhome Finance Ltd invites an experienced Customer Service Manager to lead multi-channel support, resolve inquiries and complaints, and ensure high service standards across HL, LAP, and BL products. You will own issues, coordinate with Sales, Credit, Ops, Accounts and IT, and drive timely resolutions while maintaining SLAs.

Strong communication, problem solving, and a customer-centric mindset are essential to retain customers and improve satisfaction in a fast-paced financial services

Qualifications

• Strong communication and customer-centric attitude with ownership.
• Excellent listening, problem-solving, and analytical skills.
• Hands-on experience in complaint management, including regulatory/authority complaints.

Responsibilities

• Respond to customer queries, complaints, and requests through walk-ins, emails, and phone calls.
• Manage regulatory complaints and ensure timely and satisfactory resolutions.
• Take ownership of customer issues and act as a liaison between the customer and internal teams.
• Follow up with Sales, Credit, Operations, Accounts, and IT teams for closure of service issues and escalations.
• Ensure compliance with internal service-level agreements (SLAs) and first-time resolution standards.
• Engage in effective communication and negotiation to retain customers and resolve dissatisfaction.
• Provide support by offering alternative solutions or collaterals, where applicable.
• Maintain updated MIS reports for service requests, escalations, and resolution timelines.
• Stay updated on Home Loan (HL), Loan Against Property (LAP), and Business Loan (BL) products and features.

Skills

Strong communication skills

Customer-centric approach

Ownership & resolution

Listening & problem-solving

MS Office proficiency

Stakeholder coordination

Tools

MS Office

Job description

Role Overview:

The Customer Service Manager will be responsible for delivering prompt and effective resolutions to customer inquiries, complaints, and service requests across multiple communication channels. The role involves coordinating with internal teams and external stakeholders to

ensure high service standards, regulatory compliance, and customer satisfaction.

Role & responsibilities

• Respond to customer queries, complaints, and requests through walk-ins, emails, and phone calls.
• Manage regulatory complaints and ensure timely and satisfactory resolutions.
• Take ownership of customer issues and act as a liaison between the customer and internal teams.
• Follow up with Sales, Credit, Operations, Accounts, and IT teams for closure of service issues and escalations.
• Ensure compliance with internal service-level agreements (SLAs) and first-time resolution standards.
• Engage in effective communication and negotiation to retain customers and resolve dissatisfaction.
• Provide support by offering alternative solutions or collaterals, where applicable.
• Maintain updated MIS reports for service requests, escalations, and resolution timelines.
• Stay updated on Home Loan (HL), Loan Against Property (LAP), and Business Loan (BL) products and features.

Preferred candidate profile

• Strong communication skills and a customer-centric approach with a focus on ownership and resolution.
• Excellent listening, problem-solving, and analytical skills.
• Working knowledge of Home Loans (HL), Loan Against Property (LAP), and Business Loans (BL).
• Hands-on experience in complaint management, including handling regulatory/authority complaints.
• Proficient in MS Office (Excel, Word, PowerPoint) and comfortable using digital tools and
• communication systems.