Designation: Customer Support Associate
Department: Customer Support / Grievance Redressal
Industry Preference: NBFC / Bank / FinTech / Digital Lending
Experience: 3-4 Years

Role Overview
We are looking for an experienced Customer Support Associate with strong exposure to the Banking/NBFC/FinTech lending environment.

The ideal candidate should have hands-on experience in handling customer grievances, escalated complaints, and RBI-related complaints, along with a sound understanding of applicable RBI guidelines, grievance redressal requirements, and customer protection practices.

The candidate will be responsible for managing the day-to-day Grievance and Customer Support function, ensuring timely and accurate resolution of complaints, reviewing regulatory/escalated responses, maintaining appropriate documentation and RCA, and managing the overall performance of the Customer Support/Grievance team.

Key Responsibilities:
Grievance & Regulatory Complaint Management & Customer Support
• Handle and supervise complex and escalated customer grievances received through Email,



Customer Support, Grievance/Nodal channels, and other escalation platforms.
• Independently review and prepare responses for RBI complaints, including complaints received through RBI CMS/Ombudsman channels.
• Ensure regulatory responses are factual, comprehensive, skilled, and supported by appropriate account records and documentary evidence.
• Maintain a strong understanding of the RBI grievance redressal framework, applicable Ombudsman requirements, and customer protection guidelines.
• Review customer allegations against system records, Loan Agreements, KFS, repayment records, communication trails, call records, and other available evidence before finalising responses.
• Coordinate with the Grievance Redressal Officer, Nodal Officer, Compliance, Legal, Operations, Collections, Credit, Tech, and other internal stakeholders for timely resolution.
• Ensure regulatory and customer complaints are

📌 Customer Support Associate (Noida)
🏢 My Money Bazaar
📍 Noida