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Job Description – Customer Support Executive (FinTech)

Job Title: Customer Support Executive
Department: Customer Support / Operations
Industry: FinTech
Employment Type: Full-Time
Experience: 0–3 Years
Location: Noida Sector 62
Work Mode: [Work from Office]

About the Role

We are looking for a customer-focused and proactive Customer Support Executive to join our FinTech team. The candidate will be responsible for handling customer queries, resolving transaction and account-related issues, supporting KYC and onboarding processes, managing complaints, and coordinating with internal teams to ensure timely resolution.

The ideal candidate should have excellent communication skills, strong problem-solving ability, attention to detail, and the ability to work in a fast-paced, process-driven environment.

Key Responsibilities

Customer Support

• Handle customer queries through phone calls, email, chat, and support tickets.

• Provide accurate and timely information regarding products, services, accounts, and transactions.

• Understand customer concerns and provide appropriate resolutions within defined timelines.

• Maintain a professional and customer-friendly approach while handling difficult or escalated customers.

• Ensure a high level of customer satisfaction and service quality.

Payments & Transaction Support

• Handle queries related to UPI, bank transfers, payment gateways, wallets, deposits, withdrawals, refunds, and settlements, depending on the company's products.

• Investigate failed, pending, declined, reversed, duplicated, or delayed transactions.

• Coordinate with Payments, Operations, Finance, Banking Partners, and Technology teams for issue resolution.

• Track pending transactions and ensure timely follow-up until closure.

• Escalate transaction discrepancies and technical issues to the appropriate team.

KYC & Account Support

• Assist customers with KYC/document verification and account onboarding.

• Guide customers regarding required documents and verification procedures.

• Handle queries related to account activation, profile updates, login/access issues, and account status.

• Follow company SOPs and compliance requirements while handling customer information.

• Escalate KYC, fraud, suspicious activity, or compliance-related matters to the relevant team.

Complaint & Escalation Management

• Handle customer complaints professionally and ensure proper resolution.

• Investigate complaints using available customer, transaction, and communication records.

• Escalate complex or sensitive cases to the relevant department.

• Maintain regular follow-up until the issue is resolved.

• Provide customers with realistic timelines and regular updates.

CRM & Documentation

• Accurately record all customer interactions in the CRM/helpdesk/ticketing system.

• Maintain proper documentation of complaints, transactions, follow-ups, and resolutions.

• Ensure all tickets are updated and closed within the defined SLA.

• Maintain confidentiality and security of customer and financial information.

Internal Coordination

• Coordinate with Operations, Finance, Payments, Risk, Compliance, KYC, Technology, and Product teams.

• Provide complete and accurate information when escalating cases.

• Identify recurring customer issues and communicate them to the relevant teams.

• Contribute suggestions for improving customer experience and support processes.

Key Performance Indicators (KPIs)

Performance will be measured based on:

• First Response Time (FRT)

• Average Resolution Time / TAT

• Ticket Closure Rate

• SLA Adherence

• Customer Satisfaction (CSAT)

• Quality Score

• First Contact Resolution (FCR)

• Escalation Rate

• Complaint Resolution Rate

• Accuracy of CRM and case documentation

• Productivity and attendance

Required Skills

• Excellent verbal and written communication skills.

• Strong customer handling and interpersonal skills.

• Good problem-solving and analytical ability.

• Ability to handle pressure and multiple customer queries simultaneously.

• Strong attention to detail.

• Basic knowledge of digital payments, banking, UPI, fintech products, or financial services.

• Good computer skills and familiarity with MS Excel, email, CRM, or ticketing systems.

• Ability to follow SOPs and maintain data confidentiality.

• Strong coordination and follow-up skills.

Preferred FinTech Knowledge

Candidates with knowledge of any of the following will be preferred:

• UPI and digital payments

• Payment gateways

• Wallets

• Bank transfers

• Refunds and settlements

• Chargebacks/disputes

• KYC / Re-KYC

• Digital lending / loan lifecycle

• Fraud prevention

• AML/compliance processes

• Merchant onboarding

• POS/QR/Soundbox products

Educational Qualification

• Graduate in any discipline.

• Bachelor's degree in B.Com, BBA, MBA, Finance, Banking, or a related field will be an advantage.

• Freshers with strong communication skills may also be considered.

Experience

• Freshers to 3 years of experience in customer support, banking, NBFC, fintech, digital payments, BPO, or financial services.

• Prior experience in a FinTech, payment gateway, NBFC, bank, or digital lending company will be an added advantage.

Languages

• Good command of English and Hindi.

• Knowledge of any additional regional language will be an advantage.

Working Conditions

• Willingness to work in rotational shifts, if required.

• Ability to work on weekends/holidays as per business requirements.

• Comfortable working in a fast-paced and target-oriented environment.

Why Join Us?

• Opportunity to work in the growing FinTech industry.

• Exposure to digital payments and financial technology.

• Learning and career growth opportunities.

• Collaborative and performance-driven work environment.

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