Assistant Support Manager

EaseMyDeal | Inditab Esolutions Pvt. Ltd.

Location: Sector-3, Noida (near Sector-16 Metro Station)
Experience: 3 Years
Work Mode: Work from Office
Industry: Fintech

ABOUT EASEMYDEAL

EaseMyDeal is an integrated fintech platform that simplifies everyday money matters for Indians. Launched in 2017, it brings recharges, bill payments, credit scores, credit cards, loans, digital gold, travel bookings, gift cards, and bank offers together in one app.

- 4.5 million+ registered users and 8–9 lakh monthly active users.
- 50 lakh+ transactions every year, with cumulative GMV of over ₹11,000 crore.
- 5,000+ bank offers across 500+ brands, with zero convenience fees on bill payments.
- Partnerships with leading banks and brands, including ICICI Bank, Axis Bank, LIC, and SBI Card.
- Profitable and fully bootstrapped, with a 100+ member team.

KEY RESPONSIBILITIES

1. Customer Support & Escalation Management

- Handle complex customer queries, complaints, and escalations related to transactions, payments, applications, and account-related issues.
- Investigate customer concerns, identify root causes, coordinate with internal teams, and ensure timely resolution within defined SLAs.
- Monitor recurring complaints and recommend corrective actions to improve customer experience and reduce repeat issues.

2. Risk Assessment & Verification

- Review customer applications, transactions, and verification cases to identify inconsistencies, suspicious patterns, or potential fraud indicators.
- Conduct or coordinate tele-verification and document checks as per established policies and eligibility criteria.
- Flag high-risk cases for further investigation and support appropriate decisions in line with approved risk guidelines.
- Maintain accurate records of verification outcomes, risk observations, and case resolutions.

3.



Risk Monitoring & Process Improvement

- Analyse customer complaints, transaction trends, verification outcomes, and operational data to identify potential risks and process gaps.
- Support the development and implementation of risk-control measures to minimize fraudulent activity, operational losses, and policy violations.
- Identify recurring issues and recommend improvements in verification workflows, customer communication, and operational processes.

4. MIS, Reporting & Performance Monitoring

- Prepare and maintain daily, weekly, and monthly MIS reports covering customer complaints, resolution TAT, verification accuracy, risk cases, and SLA adherence.
- Track key performance indicators, identify deviations, and highlight areas requiring management intervention.
- Ensure accurate documentation, data management, and timely reporting to internal stakeholders.5. Compliance & Coordination
- Coordinate with Customer Support, Risk, Operations, Technology, and external partners to ensure smooth case handling and timely resolution.
- Follow applicable regulatory requirements, internal policies, data privacy standards, and information-security guidelines.
- Assist in internal audits, process reviews, and implementation of corrective actions.
- Support training and process updates to improve team productivity, customer handling, verification accuracy, and compliance adherence.

REQUIREMENTS

- Minimum 3 years of relevant experience in Fintech, Banking,



Credit Cards, Loans, or Financial Services.
- Experience handling customer escalations, analysing cases, and coordinating with multiple teams.
- Understanding of transaction monitoring, risk indicators, customer verification, and basic fraud-prevention practices.
- Strong analytical skills with the ability to interpret reports, identify trends, and investigate discrepancies.
- Valuable working knowledge of MS Excel, including formulas, filters, lookups, and reporting; knowledge of MIS dashboards is an advantage.
- Strong communication, problem-solving, documentation, and stakeholder-management skills.
- Ability to manage multiple cases, prioritise urgent issues, and meet defined turnaround times.
- Prior experience in a fintech, banking, lending, payments, or financial-services organisation is preferred.

IDEAL CANDIDATE

A proactive, analytical, and customer-focused professional who can balance customer satisfaction with risk control. Someone who investigates issues beyond the surface, makes evidence-based decisions, maintains process discipline, and works effectively across teams to protect both the customer experience and the business.

WHY JOIN EASEMYDEAL?

- Opportunity to work at the intersection of customer experience and fintech risk operations.
- Exposure to payments, financial products, verification processes, and operational analytics.
- Opportunity to contribute to risk controls and process improvements in a growing fintech platform.

- Collaborative work environment with opportunities to develop analytical and operational expertise.You can also directly share your CV on [email protected]

Pay: Up to ₹550,000.00 per year

Benefits:

- Health insurance
- Leave encashment
- Provident Fund

Work Location: In person

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