CST - Operations Executive (Help Desk Support)

Role: Customer Support Executive – Collection Complaint Management

Experience: 1–4 Years

Location: Mohali (5days & General Shift)

About the Role

We are looking for a detail-oriented and customer-focused professional to join our Collection Complaint Management team. The role involves managing Collection -related queries, Request and Complaints resolving escalations, and ensuring timely and accurate communication between customers, lenders, and internal stakeholders. You will be responsible for handling high-volume support requests while maintaining consistent service levels and contributing to process improvements.

Key Responsibilities

- Manage and resolve Collection -related complaints, request and queries, and disputes through calls, email, or ticketing tools.

- Handle escalation calls and ensure timely resolution with high customer satisfaction.

- Coordinate with internal teams (Operations, Risk, Collections, Credit, etc.) to expedite resolution of complex cases.

- Track complaint status, follow up proactively, and ensure adherence to TAT (Turnaround Time) and SLA standards.

- Maintain accurate logs, documentation, and case histories in CRM systems.

- Identify recurring issues and share actionable insights to improve processes and reduce complaint volume.

- Ensure smooth handling of additional workload during peak times and maintain service continuity.

- Communicate clearly and professionally with customers and lender partners.

- Escalate critical issues to the senior team when necessary and ensure timely closure.

Required Skills & Qualifications

- 1–4 years of experience in customer support, service operations, lender support, or escalation management.

- Prior experience handling escalation calls is mandatory.

- Strong communication skills (verbal & written).

- Ability to manage high-pressure situations and multiple cases simultaneously.

- Good understanding of financial services/fintech/lending processes (preferred).

- Proficiency in CRM or ticketing tools (e.g., Freshdesk, Credit Mate, Seller Panel ).

- Strong problem-solving skills and a customer-first mindset.