Job Summary We are looking for a highly skilled and empathetic L2 Customer Support Escalations Specialist to manage complex customer issues that go beyond the scope of frontline support. In this role, you will act as the bridge between our Level 1 support team and other internal departments, ensuring timely and accurate resolution of escalated customer inquiries. Key Responsibilities Handle and resolve escalated customer issues from the L1 support team via tickets, emails, chats, or calls. Analyze issues, identify root causes, and work with relevant teams (Product, Engineering, Operations) to implement solutions. Maintain clear, professional, and empathetic communication with customers throughout the escalation process. Document resolution steps and update internal knowledge base to reduce repeat issues. Collaborate closely with L1 agents to provide coaching and feedback that improves first-contact resolution. Monitor and report on escalation trends, identifying opportunities for improvement in support processes and product performance. Ensure compliance with SLAs (Service Level Agreements) and internal escalation procedures. Participate in regular training to stay current with product updates and support tools. Requirements 2-4 years of experience in a customer support role, with at least 1 year in an escalation or L2 role. Strong problem-solving skills and ability to remain calm under pressure. Excellent written and verbal communication skills. Experience with support platforms like Zendesk, Fresh desk, Salesforce, or similar. Ability to interpret technical issues and communicate solutions clearly to non-technical users. Strong organizational skills and attention to detail. A customer-first mindset and a proactive approach to problem resolution. This job is provided by Shine.com Show more Show less

Role Overview We are looking for an HR Operations Executive to support core HR processes including onboarding, induction, payroll coordination, and compliance. This role ensures smooth employee lifecycle management and collaboration with internal teams like Finance and Compliance. Key Responsibilities Coordinate end-to-end onboarding: documentation, background checks, and system creation Conduct employee inductions and ensure smooth Day 1 experience Manage statutory processes including ESI, PF, and professional tax Prepare and validate payroll inputs for the Finance team (attendance, leaves, variable payout, etc.) Support Full Final (FNF) settlements and exit formalities Maintain accurate employee data and update HRIS platforms Respond to employee queries related to HR operations and policies Assist with HR audits, MIS reporting, and documentation Requirements Bachelors degree in HR, Business Administration, or related field 1-4 years of experience in HR operations or generalist role Familiarity with ESI, PF, FNF, and payroll coordination Working knowledge of Excel and HRMS tools Strong attention to detail and organizational skills Good communication and coordination abilities This job is provided by Shine.com Show more Show less

Job Title: Branch Credit Manager Location: Trichy / Madurai / Karur / Namakkal Department: Credit / Risk Reports To: Regional Credit Manager / Branch Manager Job Summary The Branch Credit Manager is responsible for evaluating and managing the credit risk of customers within the assigned branch. This includes overseeing credit assessments, ensuring adherence to credit policies, and maintaining a healthy portfolio by minimizing delinquencies and defaults. The role involves close coordination with the sales, collections, and risk teams. Key Responsibilities Credit Appraisal: Analyze and assess creditworthiness of loan applicants based on financial, business, and personal data. Review loan applications to ensure compliance with internal credit policies and procedures. Approve/recommend credit proposals within delegated authority limits. Portfolio Management: Monitor the performance of the credit portfolio and identify early warning signals. Recommend restructuring, rescheduling, or other remedial actions where necessary. Maintain NPAs within acceptable limits. Compliance Risk Management: Ensure adherence to company policies, RBI guidelines, and regulatory requirements. Conduct periodic audits and internal checks of credit files and documentation. Team Collaboration: Coordinate with the branch sales team to ensure quality sourcing of customers. Work with collection teams to ensure timely recovery and resolution of delinquent accounts. Reporting: Prepare and submit periodic reports on credit performance, approval turnaround time, and risk metrics. Present findings and insights to senior management during reviews. Required Skills And Qualifications Bachelor's degree in Finance, Accounting, Economics, or related field (Masters or MBA preferred) team handling Experience 5-8 years of experience in credit underwriting or credit risk management Sound understanding of financial statements and credit risk parameters Strong analytical, decision-making, and interpersonal skills Knowledge of local market and customer behavior Proficiency in MS Office and credit assessment tools Preferred Experience Prior experience in a bank, NBFC, or fintech lending firm Familiarity with consumer, SME, or mortgage lending products Experience in managing a branch credit portfolio This job is provided by Shine.com Show more Show less

Job Title: Cluster Credit Manager Loan Against Property Department: Credit Risk Location: Coimbatore Reports To: Zonal Credit Manager / Regional Credit Head Job Summary The Cluster Credit Manager Loan Against Property (LAP) is responsible for overseeing credit underwriting and risk management for multiple branches within the assigned cluster. This role ensures sound credit decision-making in line with company policies while supporting business growth and maintaining asset quality. The incumbent will handle high-value LAP proposals, manage credit operations, and mentor branch-level credit teams. Key Responsibilities Credit Underwriting Decision-Making: Evaluate and approve/recommend LAP loan proposals within the approved credit limits. Perform financial, business, and risk analysis of applicants including income assessment (formal informal), property evaluation, and repayment capacity. Ensure end-to-end credit processing within defined TAT and adherence to credit policies. Portfolio Quality Risk Management Monitor and manage the credit portfolio quality of assigned branches. Identify early warning signals and suggest corrective actions to prevent NPAs. Conduct periodic portfolio health reviews and risk assessments. Policy Implementation Compliance Ensure strict adherence to credit policies, underwriting guidelines, and regulatory norms. Suggest policy revisions based on ground-level insights and market dynamics. Team Management Development Guide and mentor branch credit managers and officers within the cluster. Conduct training sessions for sales and credit teams on policy, documentation, and fraud detection. Support in recruitment and performance evaluation of credit staff. Stakeholder Coordination Liaise with sales, legal, technical, and operations teams to ensure smooth loan processing. Work closely with collections team to support recovery efforts in stressed accounts. Reporting MIS Prepare and submit timely reports on approvals, rejections, deviations, and portfolio performance. Support audit and compliance teams with documentation and clarifications. Required Skills And Qualifications Graduate/Postgraduate in Finance, Commerce, CA, or MBA preferred. 58 years of experience in credit underwriting of Loan Against Property or similar secured lending products. Strong knowledge of LAP underwriting including income assessment (self-employed, SME), property documentation, and legal/technical evaluation. Ability to assess credit risk and make sound judgments. Excellent communication, interpersonal, and leadership skills. Familiarity with credit bureau reports, financial ratios, and market trends. Preferred Experience Prior experience in NBFCs, banks, or housing finance companies. Exposure to semi-urban and rural LAP markets is a plus. Experience managing a team across multiple branches. This job is provided by Shine.com Show more Show less

Business Development Sourcing Drive LAP business through DSA, DST, connectors, and direct channels. Identify new markets and customer segments for business expansion. Build relationships with key stakeholders (brokers, builders, financial advisors). Team Leadership Manage and mentor a team of Relationship Officers, Credit Officers, and back-office staff. Set clear targets and review performance regularly. Ensure productivity and adherence to company policies. Credit Risk Management Ensure thorough credit appraisal of all loan proposals. Maintain portfolio quality through early delinquency control and risk assessment. Liaise with credit, legal, and technical teams for smooth file processing. Customer Experience Resolve customer queries and grievances promptly. Monitor post-disbursement documentation and servicing. Ensure high levels of satisfaction through process transparency. Compliance Operations Adhere to RBI, NBFC, and internal credit policy guidelines. Ensure proper documentation and data security standards. Maintain audit readiness at all times. Key Performance Indicators (KPIs) Monthly/quarterly disbursement targets Portfolio delinquency (DPD) control Cross-sell conversions Team productivity metrics TAT on disbursements and file processing Qualifications Experience Graduate/Postgraduate in Finance, Business, or related field 510 years of experience in LAP or mortgage lending Strong knowledge of credit, legal, and technical aspects of secured lending Leadership experience in managing sales and credit teams preferred Skills Competencies Deep understanding of LAP products and customer profiles Strong interpersonal and negotiation skills Analytical mindset with attention to detail Proficiency in loan management systems and MS Office This job is provided by Shine.com