Customer Support Executive

Job Title: Customer Support Executive Department: Customer Service Location: Gurugram Job Type: Full-Time Reports to: Customer Support Manager / Team Lead Job Summary: We are seeking a detail-oriented and professional Customer Support Executive with prior experience  in handling customer interactions related to digital personal loans within an NBFC environment. The  ideal candidate will be responsible for addressing customer queries through calls and emails,  verifying customer identity before disclosing sensitive loan information, and ensuring a high standard  of service that aligns with the company’s brand value. Key Responsibilities: • Call Handling: Answer incoming hotline calls and assist customers with queries related to  personal digital loans, payments, disbursements, and account status. • Email Support: Respond accurately and promptly to customer emails ensuring clarity,  professionalism, and completeness of information. • Identity Verification: Verify the identity of customers through proper protocols before  disclosing any account or loan-related information. • Accuracy & Compliance: Ensure no incorrect or misleading information is shared with  customers over call or email; adhere to regulatory and internal compliance standards. • Case De-escalation: Handle agitated or dissatisfied customers with patience and empathy;  resolve issues effectively and de-escalate cases to avoid complaints being raised to external  authorities. • Brand Representation: Maintain a positive and professional tone in all interactions,  upholding the company’s reputation and values. • Knowledge Application: Stay updated with internal policies, product knowledge, and  regulatory changes relevant to NBFC personal loan operations.  Issue Escalation & Pattern Recognition (Critical): Be alert and proactive in identifying  patterns of repeated queries or complaints — for example, multiple customers reporting issues  such as not receiving OTPs, loan application glitches, SMS failures, verification problems, or  repayment issues. Such incidents must be immediately escalated to the reporting manager or  technical team to minimize service disruption and prevent reputational or operational impact. Requirements: • Experience: Minimum 1–2 years in a customer support role within an NBFC or financial  services company, specifically handling personal digital loans. • Education: Graduate in any discipline (Commerce or Finance preferred). • Skills: o Strong verbal and written communication skills in English (Mandatory) with  additional relevant regional language. o High attention to detail and ability to follow procedures accurately. o Familiarity with CRM systems, ticketing platforms, and call/email management tools. o Strong problem-solving skills and a customer-first attitude. • Compliance Awareness: Understanding of data privacy, RBI regulations, and KYC norms. • Soft Skills: Patience, emotional intelligence, and conflict-resolution skills. Preferred Qualifications: • Prior experience with NBFC products such as instant loans, short-term digital credit, or EMI  financing. • Familiarity with RBI’s grievance redressal protocols and regulatory frameworks. Work Schedule: Rotational shifts, 6-day working, weekend availability, etc.