Consumer Support Associate – Internal Ombudsman Secretariat

About the role

5th Floor, Tower 3, Equinox Business Park, Kurla East, Mumbai, India

What you'll do

• Complaint Management & Escalation Handling
• Manage customer complaints and service requests across L1, L2, L3, and L4 escalation channels
• Handle complaints received through Customer Service, Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), Internal Ombudsman, RBI CMS/Ombudsman
• Conduct detailed investigations by reviewing customer interactions, transaction details, operational processes, and supporting records
• Assess complaints for severity, customer impact, and regulatory implications, and facilitate escalation where required

What you need

• 2–5 yrs of experience
• Customer service
• Complaint handling
• Escalation handling
• Root cause analysis
• MIS reporting
• Communication
• Any graduate