ZestMoney
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Roles and Responsibilities
As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.
- Tracking all Customer complaints/escalations in real-time.
- Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
- Coordinate and follow up internally for an end-to-end closure on each complaint handled.
- Proactively escalate cases that are about to breach standard TAT.
- Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
- Liaison with team members and team leads on a regular basis.
- Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
- Adhere to compliance policies.
Required Skills & Experience
- A strong Customer-centric approach.
- Can work under pressure and handle difficult conversations.
- Can understand problems clearly.
- Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
- A team player can coordinate and liaise with internal and other departments seamlessly.
- Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
- Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
- 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.
Preferred Skills
- Background in customer service, escalations/complaints handling, social media handling.
- Experience in email handling, inbound calls.
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FinEzzy
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FinEzzy is a comprehensive one-stop personal finance solution designed to address savings, investments, protection (insurance), and credit within a single platform. This innovative approach provides users with an all-encompassing perspective and tailored solutions for their diverse financial needs.
Operating as a brand under the legal entity of Radical Advisors India Private Limited, FinEzzy was founded by Atul Garg, a financial advisor with over two decades of experience. Witnessing numerous investors succumb to debt traps or liquidate investments in times of crisis, Garg recognized the need for a platform to preserve and advance investors’ financial goals.
Thus, FinEzzy was born, launching its inaugural offering, “Loan against Mutual Fund,” as a credit solution within the personal finance sphere. FinEzzy empowers users to secure short-term credit against their mutual fund investments during financial emergencies rather than redeeming their investments. This approach enables investors to maintain the growth of their existing investments while addressing financial needs through an affordable, non-detrimental option that safeguards their credit score.
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To empower individuals to achieve financial well-being by providing a comprehensive and seamless platform that offers instant, unbiased advice and guidance across all aspects of personal finance, ultimately helping users become financially net worth positive.
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