Escalation Executive

Jai Finance; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Jai Finance in Bengaluru is seeking an Escalation Executive (L2) for PocketMitra Support. The role focuses on investigations, direct customer conversations, and RCA rather than high-volume processing.

You will own escalated cases from L1, discuss with customers to understand complaints, review loan status, KYC records, and partner data, and coordinate with other teams to resolve issues. The ideal candidate has 2+ years in NBFC/BFSI fintech, graduation, strong communication, and experience with

Qualifications

• Graduate with NBFC/fintech customer support experience.
• Experience with escalation handling and RCA.
• Strong written and verbal communication.

Responsibilities

• Take ownership of escalated cases across mail and voice.
• Talk directly with customers to understand complaints.
• Conduct root cause analysis using loan, repayment, KYC data.
• Coordinate with product/collections/partners for resolution.
• Document RCA and resolutions for audit.
• Flag recurring issues to reduce repeat escalations.
• Meet TAT and quality benchmarks.
• Escalate to L3 only for cases needing final authority.

Skills

NBFC/BFSI

Escalations

Communication

Analytical

CRM Tools

Education

Graduate

Tools

Freshdesk

Zendesk

Job description

***Must have experience in Fintech/NBFC/BFSI

***Must have experience with working in Escalations

Position - Escalation Executive, L2 PocketMitra Support

Reports to - Team Lead (L3)

Team size - 2

Experience required

Minimum 2 years in an NBFC / BFSI / fintech lending environment

Qualification

Graduate (any stream); prior NBFC customer support or grievance-handling background strongly preferred

Role Summary

Own escalated mail and call cases forwarded from L1 that require deeper investigation, direct customer conversation, and root cause analysis (RCA) — rather than a standard scripted response. This is an investigation-focused role, not a high-volume processing role.

Key Responsibilities

• Take ownership of cases escalated by L1 across mail and voice
• Speak directly with the customer to fully understand the complaint before responding
• Conduct root cause analysis — review loan/account status, repayment history, KYC records, and co-lending partner data (e.g., Nice Finance) as needed
• Coordinate with product, collections, or partner teams when resolution requires input beyond L2's own authority
• Maintain clear RCA and resolution notes for TL review and audit purposes
• Identify and flag recurring or systemic issues upstream instead of resolving the same root cause repeatedly on a case-by-case basis
• Meet TAT and quality benchmarks set by the Team Lead
• Escalate to L3 (TL) only cases genuinely requiring final authority or cross-team resolution beyond L2's scope

Required Skills & Knowledge

• Minimum 2 years' hands-on experience in an NBFC / BFSI / fintech lending environment (customer service, collections, or escalations)
• Working knowledge of NBFC lending processes: loan servicing, repayment cycles, KYC, co-lending arrangements
• Strong written communication (professional email drafting) and verbal communication (handling sensitive calls calmly)
• Analytical mindset — comfortable digging into account history and transaction data to find a root cause, not just closing a ticket
• Experience with a CRM/ticketing tool (Freshdesk, Zendesk, or similar)
• Sound judgment on when to resolve independently vs. when to elevate further

Success Measures

• RCA quality — root cause correctly identified and documented, not just symptom fixed
• TAT adherence on assigned escalation cases
• Low repeat-escalation rate (same customer/issue reopening after closure)
• Constructive upstream feedback that reduces recurring L1 escalations over time