Cst - Operations Executive (help Desk Support) (Punjab)

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 Qualifications1-4 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 Solid problem-solving skills and a customer-first mindset We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us Apply on Kit Job: kitjob.in/job/4mcqtc