Position - Escalation Executive, L2 PocketMitra Support
Reports to - Team Lead (L3)
Team size - 2
Experience required
Minimum 2 years in an NBFC / BFSI / fintech lending workplace
Qualification
Graduate (any stream); prior NBFC customer support or grievance-handling background strongly preferred
Role Summary
Own escalated mail and call cases forwarded from L1 that require deeper investigation, direct customer conversation, and root cause analysis (RCA) — rather than a standard scripted response. This is an investigation-focused role, not a high-volume processing role.
Key Responsibilities
Take ownership of cases escalated by L1 across mail and voice
Speak directly with the customer to fully understand the complaint before responding
Conduct root cause analysis — review loan/account status, repayment history, KYC records, and co-lending partner data (e.g., Nice Finance) as needed
Coordinate with product, collections, or partner teams when resolution requires input beyond L2's own authority
Maintain transparent RCA and resolution notes for TL review and audit purposes
Identify and flag recurring or systemic issues upstream instead of resolving the same root cause repeatedly on a case-by-case basis
Meet TAT and quality benchmarks set by the Team Lead
Escalate to L3 (TL) only cases genuinely requiring final authority or cross-team resolution beyond L2's scope
Required Skills & Knowledge
Minimum 2 years' hands-on experience in an NBFC / BFSI / fintech lending workplace (customer service, collections, or escalations)
Working knowledge of NBFC lending processes: loan servicing, repayment cycles, KYC, co-lending arrangements
Strong written communication (professional email drafting) and verbal communication (handling sensitive calls calmly)
Analytical mindset — comfortable digging into account history and transaction data to find a root cause, not just closing a ticket
Experience with a CRM/ticketing tool (Freshdesk, Zendesk, or similar)
Sound judgment on when to resolve independently vs. when to escalate further
Success Measures
RCA quality — root cause correctly identified and documented, not just symptom fixed
TAT adherence on assigned escalation cases
Low repeat-escalation rate (same customer/issue reopening after closure)
Constructive upstream feedback that reduces recurring L1 escalations over time
📌 Escalation Executive Bengaluru
🏢 jai finance
📍 Bengaluru
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