Customer Support Executive

Job Title: Customer Support Executive

Industry: Fintech

Department: Customer Support / Operations

Reporting To: Customer Support Manager

Job Summary:

We are looking for a Customer Support Executive to handle customer queries related to fintech products and services. The role involves providing timely support, resolving issues, and ensuring a high level of customer satisfaction while maintaining compliance with company policies and regulatory standards.

Key Responsibilities:

Handle inbound and outbound customer calls, emails, and chats related to fintech services.

Assist customers with account-related queries, transactions, payments, loans, wallets, and app usage.

Resolve customer complaints efficiently and escalate issues when required.

Maintain accurate records of customer interactions in CRM systems.

Educate customers about products, services, offers, and security practices.

Ensure compliance with RBI guidelines, data privacy, and internal policies.

Follow up with customers to ensure issue resolution and satisfaction.

Coordinate with internal teams such as Operations, Tech, and Sales for quick resolution.

Required Skills & Qualifications:

Graduate in any discipline (preferred).

1–3 years of experience in customer support, preferably in fintech, banking, or financial services.

Good communication skills (English & Hindi; regional language is an advantage).

Basic knowledge of financial products, digital payments, loans, or banking processes.

Ability to handle customer queries calmly and professionally.

Familiarity with CRM software and MS Office.

Key Competencies:

Customer-centric approach

Problem-solving skills

Attention to detail

Time management

Ability to work in shifts (if required)

Preferred Experience:

Experience in digital lending, payments, or fintech platforms.

Knowledge of KYC, AML, and transaction processes.