Job Description: Customer Service Senior Executive( AM / TL )
Location: Mumbai
Position Overview:
We are seeking a highly skilled and experienced Customer Service Senior Executive to join our dynamic team in the fintech credit business. The ideal candidate will have a strong background in email process handling, back-office operations, and stakeholder management. This role requires excellent communication skills, advanced Excel proficiency, and a deep understanding of RBI regulations, credit information bureaus, and related fields. The candidate should be a self-starter with prior experience in fintech startups, NBFCs, or the banking industry and must be capable of managing a team of 5-6 people.
Key Responsibilities:
- Oversee and manage email-based customer service processes and back-office operations.- Lead a team of 5-6 customer service executives, ensuring high performance and adherence to SLAs.- Act as a subject matter expert (SME) in customer service operations,



providing guidance and support to the team.- Handle escalations and complex customer queries with professionalism and efficiency.- Collaborate with internal and external stakeholders to resolve issues and improve processes.- Having some exposure and knowledge in RBI regulations, credit bureau guidelines, and other relevant standards.- Generate reports & Maintain data base using advanced Excel to track performance and identify areas for improvement.- Maintain a high level of individual contribution while managing team responsibilities.
Qualifications and Skills:
- Minimum educational qualification: 3-year graduate degree.- 3-5 years of experience in customer service, with at least 2 years in team handling and stakeholder management.- Robust exposure to fintech startups, NBFCs, or the banking industry.- Excellent verbal and written communication skills in English.- Advanced proficiency in Excel and MS Office tools.- knowledge of RBI regulations, credit information bureaus, and related fields.- Ability to

📌 Customer Support Senior Executive (Mumbai)
🏢 PayU Payments
📍 Mumbai