Consumer Support Associate – Internal Ombudsman Secretariat

📋 Description

• Manage customer complaints and service requests across L1, L2, L3, and L4 escalation channels.
• Handle complaints received through Customer Service, Social Media, CPGRAMS, Nodal Officer (NO)
• Conduct detailed investigations by reviewing customer interactions, transaction details
• Assess complaints for severity, customer impact, and regulatory implications, and facilitate
• Ensure clear, accurate, professional, and customer-centric communication throughout the complaint
• Support the Internal Ombudsman review process by collating case facts, investigation findings

🎯 Requirements

• 2–5 years of experience in customer support, grievance redressal, complaint management, escalation
• Experience handling L1, L2, L3, and L4 complaints, including Social Media, CPGRAMS, NO, PNO
• Experience in BFSI, FinTech, payments, lending, or other regulated financial services environments.
• Graduate in any discipline.

🎁 Benefits

• Great compensation package and discretionary bonus plan
• Core benefits include pension, health Insurance and term life Insurance, Sharesave scheme and more!
• 25 days annual leave with 13 bank holidays and 3 volunteering days. You can also purchase
• You will report to Sr. Manager- Customer Service Operations
• Role Location: Mumbai
• Experian is an equal opportunities employer