Key Responsibilities

- Handle customer queries related to collections through calls, emails, and CRM.

- Manage escalations received from RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal, and other regulatory forums.

- Coordinate with Internal Collections, Finance, Technology, BI, Operations, and Compliance teams for timely resolution.

- Draft professional responses to customers and regulatory authorities.

- Ensure adherence to RBI guidelines and internal compliance processes.

- Track and monitor customer complaints through CRM platforms.

- Maintain high service standards while ensuring collection objectives are achieved.

- Prepare MIS, follow-ups, and closure reports for escalated cases.

Required Skills & Experience

- 2–5 years of experience in Customer Success, Collections, or Customer Service within an NBFC, Bank, Fintech, or Digital Lending company.

- Strong understanding of Unsecured Loan Collections.

- Experience handling RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal,



and other regulatory/customer grievance platforms.

- Hands-on experience with CRM platforms such as Kapture, Freshdesk, or similar ticketing tools.

- Excellent written and spoken English with strong drafting skills.

- Ability to manage difficult customer conversations professionally.

- Good coordination and stakeholder management skills.

- Proficiency in Microsoft Excel and reporting.

Preferred Candidate

- Prior experience in a Digital Lending/NBFC environment.

- Knowledge of RBI Fair Practices Code and digital lending regulations.

- Ability to work under pressure, manage multiple escalations, and meet strict TATs.

- Robust analytical, problem-solving, and decision-making skills.

Key Internal Stakeholders

- Collections Team

- Finance Team

- Technology Team

- Business Intelligence (BI) Team

- Operations Team

- Compliance & Legal Team

- RBI and Regulatory Response Team

📌 Customer Service Associate (Mumbai Suburban)
🏢 Bhanix
📍 Mumbai Suburban