G7 Customer Support Senior Executive

Job description

Job Description: Customer Service Senior Executive( AM / TL ) Location: Mumbai Position Overview: We are seeking a highly skilled and experienced Customer Service Senior Executive to join our dynamic team in the fintech credit business. The ideal candidate will have a strong background in email process handling, back-office operations, and stakeholder management. This role requires excellent communication skills, advanced Excel proficiency, and a deep understanding of RBI regulations, credit information bureaus, and related fields. The candidate should be a self-starter with prior experience in fintech startups, NBFCs, or the banking industry and must be capable of managing a team of 5-6 people. Key Responsibilities: • Oversee and manage email-based customer service processes and back-office operations. • Lead a team of 5-6 customer service executives, ensuring high performance and adherence to SLAs. • Act as a subject matter expert (SME) in customer service operations, providing guidance and support to the team. • Handle escalations and complex customer queries with professionalism and efficiency. • Collaborate with internal and external stakeholders to resolve issues and improve processes. • Having some exposure and knowledge in RBI regulations, credit bureau guidelines, and other relevant standards. • Generate reports & Maintain data base using advanced Excel to track performance and identify areas for improvement. • Maintain a high level of individual contribution while managing team responsibilities. Qualifications and Skills: • Minimum educational qualification: 3-year graduate degree. • 3-5 years of experience in customer service, with at least 2 years in team handling and stakeholder management. • Strong exposure to fintech startups, NBFCs, or the banking industry. • Excellent verbal and written communication skills in English. • Advanced proficiency in Excel and MS Office tools. • knowledge of RBI regulations, credit information bureaus, and related fields. • Ability to work in a fast-paced, dynamic environment and handle high-pressure situations. • Self-starter with strong problem-solving and decision-making skills. Good to have • Previous experience in NBFC/Fintech CS operations function • Exposure in Social media grievance handling end to end • Understanding of Bureau reporting and CIC Grievance redressal exposure in fintech/NBFC environment • Strong Excel, MS office , PPT skill