About the Role

CASHe is looking for a Customer Success Executive – Collections to manage customer escalations, regulatory communications, and collection-related customer support for unsecured digital lending. The ideal candidate should have robust collections knowledge, excellent English communication skills, and experience handling regulatory and legal customer queries.

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.
- Strong 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 Success Executive (Maharashtra)
🏢 Bhanix
📍 Maharashtra