Agent Level
Job Summary:
We are looking for a skilled and experienced Escalation Specialist to join our Grievance team. The Escalation Specialist will handle complex customer issues that require additional attention and resolution, ensuring that customer concerns are addressed quickly and effectively. You will be a key part of our Grievance operations, working to enhance customer satisfaction and improve service delivery by resolving escalated cases.
Key Responsibilities:
  1. Grievance Handling
    • Manage and resolve customer complaints received through multiple channels such as email, calls and regulatory portals.
    • Handle Email and calls depending upon the roles assigned
    • Ensure timely acknowledgement and resolution of grievances within defined SLA timelines.
  2. Customer Communication
    • Interact with customers professionally to understand issues and provide clear resolutions.
    • Maintain empathy and transparency while handling sensitive or escalated complaints.
  3. Ticket Management
    • Log, track, and update complaints in the CRM / ticket management system.
    • Ensure proper categorization and documentation of each grievance.
  4. Investigation & Resolution
    • Analyze complaints and coordinate with internal teams (Operations, Collections, Product, Compliance, Tech) to identify the root cause.
    • Provide accurate resolutions and corrective actions.
  5. Regulatory Complaint Handling
    • Handle complaints received from regulatory bodies such as RBI, Ombudsman, or Consumer Forums.
    • Prepare detailed responses, case summaries, and supporting documentation.
  6. Escalation Management
    • Escalate unresolved or high-risk complaints to senior management as per escalation matrix.
    • Follow up with stakeholders to ensure closure.
  7. Root Cause Analysis (RCA)
    • Identify recurring issues and conduct Root Cause Analysis.
    • Suggest process improvements to reduce repeat grievances.
  8. Compliance & Policy Adherence
    • Ensure all grievance handling processes follow company policies, regulatory guidelines, and compliance standards.
  9. Reporting & Documentation
    • Maintain accurate records of complaints and resolutions.
  10. Customer Satisfaction
  • Ensure fair and satisfactory resolution to improve customer experience and trust.
  • Support initiatives to reduce DSAT and repeat complaints.
Required Skills and Qualifications:
  • Bachelor’s degree in business, Communication, or related field (or equivalent experience).
  • 1 -2 years of experience in a customer service or support role, with at least 6 Months to 1 year of experience handling escalation calls.
  • Strong problem-solving skills and a customer-centric approach.
  • Ability to stay calm and professional in high-pressure situations.
  • Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
  • Ability to work independently and manage multiple escalated cases simultaneously.
  • Proficient in using customer support software, CRM tools, and other business systems.
  • Strong attention to detail and organizational skills.
  • Ability to collaborate effectively with cross-functional teams to resolve issues.



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