CST - Associate - Email CST
One97 Communications (Paytm)
About Us:
Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.
One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
About the Team:
The OCL Grievance Redressal Team manages customer grievances, executive escalations, and regulatory complaints through voice, email, and ticketing channels. As a regulated reporting function, the team ensures timely, accurate, and compliant resolutions while upholding the highest standards of quality and customer experience.
About the Role:
Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels. Drive end-to-end case resolution through customer engagement, RCA preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.
Expectations / Requirements:
1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.
2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.
3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.
4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.
5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.
6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.
7: Ensure brand consistency in written communication, including tone, accuracy, and financial/legal terminology.
8: Meet daily productivity and quality targets while maintaining high customer satisfaction.
Superpowers / Skills That Will Help You Succeed:
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