Senior Escalation Specialist

Job Summary:

Senior Escalation Specialist

Key Responsibilities:

• Receive, analyze, and manage escalated customer complaints, particularly those raised to the RBI or requiring Internal Ombudsman review.
• Conduct thorough, in-depth investigations into complex issues to determine root causes.
• Ensure all escalated cases are handled in strict adherence to Internal Policies and regulatory Guidelines.
• Maintain accurate and detailed records of all customer interactions, investigations, and resolutions in CRM and ticketing systems.
• Provide clear, concise, and empathetic communication to all stakeholders (customers, internal teams, executive leadership, regulatory authorities) throughout the resolution process.
• Analyze recurring issues and escalation trends to identify systemic problems and process gaps.
• Propose and implement preventive measures and process improvements to reduce future escalations.
• Manage customer expectations effectively during critical incidents.
• Coordinate with various internal departments (e.g., Operations, Legal, Compliance, Product, Technology) to gather information and ensure timely, fair resolution.
• Collaborate with QA and Training teams to align on customer experience standards and best practices.
• Develop a thorough understanding of company policies, systems, and workflows to deliver effective solutions.
• Continuously identify and drive process improvement initiatives to enhance customer experience.

Key Requirements:

• Graduate in any discipline (preferred: Business, Communication, or related fields).
• 5-7 years of experience in customer support or service, with at least 3 years of escalation or complaint management experience.
• Excellent verbal and written communication skills in English and Hindi.
• Proven ability to handle irate or distressed customers with empathy and professionalism.
• Hands-on experience with CRM tools such as Zendesk, Freshdesk, Salesforce, or similar platforms.
• Strong analytical, problem-solving, and coordination skills.
• Customer-first mindset and ability to perform under pressure in a fast-paced environment.

Preferred Qualifications:

• Experience in customer service, complaint management, or a similar role within the banking/financial services industry.
• Essential experience in managing regulatory escalations and Internal Ombudsman cases.
• Exposure to compliance, grievance redressal, or regulatory processes.

What We Offer:

• A collaborative, customer-centric work culture.
• Opportunities to learn, grow, and take ownership of impactful projects.
• Competitive compensation and benefits package.
• Website : www.moneyview.in