Associate - Banking Operations

Instantpay, a trailblazer in the digital financial domain, is looking for an Associate - Banking Operations to join our dynamic team. Founded in 2013, Instantpay is dedicated to equip businesses of all scales with advanced banking and financial solutions. Our platform integrates banking, payments, collections, expenses, and developer APIs, offering a comprehensive solution for modern financial needs.

Roles and Responsibilities

• Review and identify the root cause for all escalated service requests and evaluate escalation performance metrics
• Coordinate with service providers of various services- DMT, AEPS, Recharge, BBPS, etc
• Take ownership of customers' issues and follow problems (RCA) through resolution
• Resolve issues related to NEFT, IMPS, AEPS Cashout, and transactions with the help of Internal departments, Banks, NPCI and RBI within defined SLA
• Coordinate with LEAs and banks for effective and timely resolution of all MHA/Fraud/Chargeback cases
• Manage tools and software including CRM that facilitate customer success
• Identify and assess customers' needs, clarify information and provide solutions and alternatives wherever applicable
• Handle high-level escalations, grievance redressal helpdesk and resolve those cases within TAT
• Update and maintain escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
• 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 within TAT
• Maintain a repository of all cases in the database and with accurate chargeback records

Desired Candidate Profile

• Must have experience in handling Law Enforcement Agencies (LEA), Ministry of Home Affairs (MHA), and other regulatory authorities
• Should have prior experience in coordinating with police authorities for compliance and regulatory matters
• Must be comfortable with visits to police stations and legal offices for case follow-ups, documentation, and official correspondence
• Must have experience handling 91 CrPC, 102 CrPC, Summons under Section 160 CrPC, and FIU Notices.
• Willingness to learn and operate the different platforms within the system.
• 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.
• Open to work in flexible work timings and week offs