48 Fatakpay Digital Jobs
2-3 years
Mumbai, Andheri east marol
Escalation and Compliance Professional
Fatakpay Digital
posted 19d ago
Fixed timing
Key skills for the job
Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies).
Experience: Minimum 2 years in handling customer escalations, grievances, or compliance-related roles, preferably in the financial services or fintech sector
Education: Graduate in any discipline (Law or Commerce background preferred)
Certification: Knowledge of regulatory guidelines (RBI, NBFC) and DRA certification is an added advantage
Key Responsibilities:
Escalation Management:
1. Customer Grievance Handling:
Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies).
Ensure timely resolution of Level 1 and Level 2 escalations, adhering to defined TAT (Turnaround Time).
Maintain a customer-first approach while resolving escalations to protect the companys reputation.
2. Communication and Collaboration:
Coordinate with internal departments (collections, legal, operations) to address customer issues effectively.
Provide detailed responses to customers, explaining resolutions and any further actions needed.
3. Root Cause Analysis:
Conduct root cause analysis for recurring grievances and suggest corrective measures.
Prepare reports highlighting trends in customer complaints and recommend process improvements.
Compliance Management:
1. Regulatory Adherence:
Ensure all customer communication complies with regulatory guidelines (e.g., RBI).
Assist in audits and ensure proper documentation of escalations and resolutions.
2. Policy and Process Implementation:
Monitor compliance with company policies and procedures during customer interactions.
Assist in developing SOPs for handling escalations and ensuring compliance with legal standards.
3. Documentation and Reporting:
Maintain accurate records of escalations, resolutions, and compliance checks.
Prepare regular compliance reports for management review.
Key Skills and Requirements:
Experience: Minimum 2 years in customer escalation handling or compliance roles, preferably in financial services.
Education: Graduate in any discipline (Law or Commerce background preferred).
Technical Skills:
Proficiency in Excel and CRM systems for reporting and case management.
Knowledge of legal and regulatory frameworks related to debt collection.
Soft Skills:
Strong communication and negotiation skills.
Ability to handle difficult conversations with professionalism and empathy.
Analytical Skills:
Detail-oriented with the ability to identify patterns and trends in grievances.
Critical thinking to suggest improvements in processes.
Work Ethic: Organized, proactive, and focused on timely resolution.
Job Perks:
Competitive salary with performance-based incentives.
Opportunity to work in a critical role in a fast-growing fintech company.
Exposure to regulatory frameworks and compliance best practices.
Note: Please mention "Escalation and Compliance Team Member" in the subject line of your email.
Exposure to advanced analytics tools and debt collection strategies.
Professional development opportunities and cross-functional collaboration.
Note: Please mention "Business Analyst Debt Collection Process" in the subject line of your email.
Employment Type: Full Time, Permanent
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