We are hiring For Customer Support Associate - Escalation Management

1Point1; Mumbai; Sur place; INR 350 000 - 600 000; Plein temps

Résumé du poste

1Point1 is seeking a Consumer Support Associate - Escalation Management to manage and resolve customer complaints across channels, ensuring timely, fair, and compliant resolutions from social media to regulatory channels. You will coordinate with internal teams and external stakeholders to deliver superior customer experience.

In this role you will handle priority, sensitive, and complex cases, document investigations, and ensure adherence to SLAs and regulatory timelines while maintaining clear

Qualifications

• 2-5 years of experience in customer support, complaint management, grievance redressal, escalation handling, or customer experience functions.
• Experience handling Social Media, CPGRAMS, NO, PNO, RBI CMS/Ombudsman, Internal Ombudsman, or Executive Escalation cases preferred.
• Experience in BFSI, fintech, payments, lending, or regulated financial services environments preferred.

Responsabilités

• Manage end-to-end resolution of customer complaints received through all channels including escalation channels.
• Handle priority, sensitive, and complex complaints requiring detailed investigation and cross-functional coordination.
• Investigate complaints, identify root causes, and drive timely resolution within defined SLAs and regulatory timelines.
• Ensure clear, accurate, and professional communication with customers throughout the complaint lifecycle.
• Coordinate with internal teams including Operations, Compliance, Legal, Product, Technology and Customer Service teams to facilitate complaint resolution.
• Liaise with Internal Ombudsman, vendor partners, service providers, and credit institution stakeholders for effective investigation and closure of complaints.
• Escalate critical customer, regulatory, or reputational risk cases to appropriate stakeholders and management.
• Ensure complaint handling and responses are aligned with internal policies, regulatory guidelines, and grievance redressal standards.
• Maintain accurate records of complaint investigations, customer communications, and resolution outcomes.
• Adhere to defined TATs and support audit, governance, and regulatory review requirements.
• Support preparation and review of responses submitted to regulatory and government authorities.
• Deliver a high-quality customer experience across all escalation channels.
• Identify recurring customer pain points, service gaps, and operational issues impacting customer experience.
• Support initiatives aimed at improving complaint handling quality and customer satisfaction.
• Participate in enhancement initiatives across complaint management platforms including SDRM, SFCRM, and related customer servicing systems.
• Support process improvement projects aimed at improving complaint resolution effectiveness and operational efficiency.
• Assist in user acceptance testing (UAT), process validation, and implementation of new complaint management capabilities.
• Highlight process gaps, automation opportunities, and recurring issues for continuous improvement.
• Track complaint ageing, SLA adherence, and resolution effectiveness across escalation channels.
• Perform root cause analysis and trend identification for recurring complaints and escalations.
• Prepare MIS, reports, and insights to support governance reviews and management decision-making.
• Recommend corrective and preventive actions to reduce complaint recurrence and regulatory escalations.

Connaissances

Communication skills

Escalation management

Stakeholder management

Regulatory compliance

Root cause analysis

Analytical thinking

Multi-tasking

Formation

Graduate in any discipline

Outils

SDRM

SFCRM

Description du poste

Role Title: Consumer Support Associate - Escalation Management

Function: Consumer Support

Reports To: Consumer Support Manager

Role Purpose: To manage and resolve customer complaints and escalations across various channels, ensuring timely, fair, and compliant resolution. The role will handle priority complaints received through Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), RBI CMS/Ombudsman, and Executive Escalation channels while collaborating with internal and external stakeholders to deliver superior customer experience and meet regulatory obligations.

Escalation & Complaint Management

• Manage end-to-end resolution of customer complaints received through all channels including escalation channels.
• Handle priority, sensitive, and complex complaints requiring detailed investigation and cross-functional coordination.
• Manage cases received through Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), RBI CMS/Ombudsman, Internal Ombudsman, and Executive Escalation channels.
• Investigate complaints, identify root causes, and drive timely resolution within defined SLAs and regulatory timelines.
• Ensure clear, accurate, and professional communication with customers throughout the complaint lifecycle.

Stakeholder Management

• Coordinate with internal teams including Operations, Compliance, Legal, Product, Technology and Customer Service teams to facilitate complaint resolution.
• Liaise with Internal Ombudsman, vendor partners, service providers, and credit institution stakeholders for effective investigation and closure of complaints.
• Escalate critical customer, regulatory, or reputational risk cases to appropriate stakeholders and management.

Regulatory & Process Compliance

• Ensure complaint handling and responses are aligned with internal policies, regulatory guidelines, and grievance redressal standards.
• Maintain accurate records of complaint investigations, customer communications, and resolution outcomes.
• Adhere to defined TATs and support audit, governance, and regulatory review requirements.
• Support preparation and review of responses submitted to regulatory and government authorities.

Quality & Customer Experience

• Deliver a high-quality customer experience across all escalation channels.
• Ensure fair, balanced, and customer-centric complaint resolution.
• Identify recurring customer pain points, service gaps, and operational issues impacting customer experience.
• Support initiatives aimed at improving complaint handling quality and customer satisfaction.

Process Improvement & Enhancement Projects

• Participate in enhancement initiatives across complaint management platforms including SDRM, SFCRM, and related customer servicing systems.
• Support process improvement projects aimed at improving complaint resolution effectiveness and operational efficiency.
• Assist in user acceptance testing (UAT), process validation, and implementation of new complaint management capabilities.
• Highlight process gaps, automation opportunities, and recurring issues for continuous improvement.

Analytics & Reporting

• Track complaint ageing, SLA adherence, and resolution effectiveness across escalation channels.
• Perform root cause analysis and trend identification for recurring complaints and escalations.
• Prepare MIS, reports, and insights to support governance reviews and management decision-making.
• Recommend corrective and preventive actions to reduce complaint recurrence and regulatory escalations.

Key Skills & Competencies

• Strong verbal and written communication skills
• Complaint and escalation management
• Stakeholder management and collaboration
• Customer-first mindset with empathy and problem-solving ability
• Regulatory awareness and process compliance
• Attention to detail and analytical thinking
• Root cause analysis and issue resolution
• Ability to manage multiple priorities under stringent timelines
• Proficiency in complaint management and customer servicing systems

Experience & Qualification

• 2 -5 years of experience in customer support, complaint management, grievance redressal, escalation handling, or customer experience functions.
• Experience handling Social Media, CPGRAMS, NO, PNO, RBI CMS/Ombudsman, Internal Ombudsman, or Executive Escalation cases preferred.
• Experience in BFSI, fintech, payments, lending, or regulated financial services environments preferred.
• Graduate in any discipline.

Work Location: BKC, Mumbai

Shift: Day shift