Customer Support Executive - Collection Complaint Management

CST - Operations Executive (Help Desk Support)

Role: Customer Support Executive – Collection Complaint ManagementExperience: 1–4 YearsLocation: 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.

Experience Level

Executive Level