CST - Associate - Email CST
Core
Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels to ensure timely, compliant resolutions.
Role type
Associate Customer Support Specialist (Grievance & Regulatory)
Builds
End-to-end case resolutions for consumer and merchant complaints
Domain
Financial services / Payments / Regulatory compliance
Deliverable
client delivery
Required skills
Email support, grievance handling, regulatory escalation handling, written communication, analytical problem-solving, ticketing systems, stakeholder coordination
Preferred skills
Banking/lending knowledge, regulatory complaint handling
Responsibilities
Handle customer complaints and escalations via email and ticketing; Manage regulatory complaints from authorities like GRO and Ombudsman; Ensure timely case closure within SLA; Coordinate with internal teams for Root Cause Analysis (RCA); Prepare regulatory reports and case summaries; Maintain documentation and compliance; Ensure brand consistency in communication; Meet productivity and quality targets.
