FinCrif - Senior Specialist - Customer Support

About the job : Job Summary :

As a Customer Support Specialist , you will be the frontline expert for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels.

They will act as a liaison between customers, internal teams and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement.

Key Responsibilities :

• Monitor and manage the escalation queue to ensure timely response and resolution
• Managing complaints received from Reserve Bank of India
• Investigate and resolve escalated customer issues with a focus on root cause analysis
• Collaborate with internal teams and financial institutions to resolve the escalated cases
• Maintain detailed documentation of escalated cases and actions taken
• Provide feedback to frontline agents to reduce future escalations
• Identify trends in escalations and recommend process or policy improvements
• Ensure all escalations are handled in accordance with SLAs and quality standards

Desired Skills & Experience :

(ref : iimjobs.com)