CST - Operations Executive (Help Desk Support)

Role: Customer Support Executive – Collection Complaint Management Experience: 1–4 Years Location: Mohali (5days & General Shift) About the Role We are looking for a detail-oriented and customer-focused professional to join our Collection Complaint Management team. The role involves managing Collection -related queries, Request and Complaints resolving escalations, and ensuring timely and accurate communication between customers, lenders, and internal stakeholders. You will be responsible for handling high-volume support requests while maintaining consistent service levels and contributing to process improvements. Key Responsibilities - Manage and resolve Collection -related complaints, request and queries, and disputes through calls, email, or ticketing tools. - Handle escalation calls and ensure timely resolution with high customer satisfaction. - Coordinate with internal teams (Operations, Risk, Collections, Credit, etc.) to expedite resolution of complex cases. - Track complaint status, follow up proactively, and ensure adherence to TAT (Turnaround Time) and SLA standards. - Maintain accurate logs, documentation, and case histories in CRM systems. - Identify recurring issues and share actionable insights to improve processes and reduce complaint volume. - Ensure smooth handling of additional workload during peak times and maintain service continuity. - Communicate clearly and professionally with customers and lender partners. - Escalate critical issues to the senior team when necessary and ensure timely closure. Required Skills & Qualifications - 1–4 years of experience in customer support, service operations, lender support, or escalation management. - Prior experience handling escalation calls is mandatory. - Strong communication skills (verbal & written). - Ability to manage high-pressure situations and multiple cases simultaneously. - Good understanding of financial services/fintech/lending processes (preferred). - Proficiency in CRM or ticketing tools (e.g.,  Freshdesk, Credit Mate, Seller Panel ). - Strong problem-solving skills and a customer-first mindset.