Roles and Responsibilities
- Take ownership of customers’ issues and follow problems (RCA) through resolution.
- Identify and assess customers’ needs, clarify information and provide solutions and alternatives wherever applicable.
- Review and identify the root cause for all escalated service requests and evaluate escalation performance metrics.
- Resolve issues related to NEFT, IMPS, AEPS Cashout, and transactions with the help of Internal departments, Banks, NPCI and RBI within defined SLA.
- Handle high-level escalations, Grievance Redressal helpdesk and resolve those cases within TAT.
- Coordinate with service providers of various services- DMT, AEPS, Recharge, BBPS, etc
- Update and maintain escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.
- Manage tools and software including CRM that facilitate customer success
- Responsible for communication with banks and merchants.
- Knowledge of processes and procedures that affect dispute processing
- Check documents related to chargeback queries and revert the concerned stakeholders regarding the same
- Entering chargeback-related data in databases and maintaining accurate chargeback records.
Desired Candidate Profile
- Experience in the fintech/banking Industry will be preferred. Freshers are also considered.
- The candidate should be interested in the operations profile.
- Willingness to learn and operate the different platforms within the system.
- Experience in the chargeback domain is preferred.
- Ability to work both independently and in a team environment.
- Excellent communication skills (written + verbal) and ability to manage emails and conversations clearly and logically.