About Us :

ZestMoney is creating the future of finance. We are on a mission to completely democratize finance using data and technology. Our first product is the wildly successful, completely digital Cardless EMI that is making life affordable for millions of people in India. Today we are the biggest nonbank EMI provider on Flipkart, mi.com, Paytm, MakeMyTrip and 1000+ more brands. We are bringing digital credit to the mass market in India and significantly improving the economy through financial inclusion.

Roles and Responsibilities :

As Associate Manager, you will be at the front of customer engagement and manage Escalations/complaints received from customers, external teams, and statutory departments.

Process Management :

- Manage Escalations and Grievance handling, ensure a high resolution% and closures within TAT.

- Publish weekly and Monthly summary to all stakeholders with actionable.

- Drive process Improvements, periodically publish product/process insights derived from team's inputs and liaise with internal teams and work on solutions.

- Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.

Team Management :

- Manage an in-house team of escalations specialists and create a collaborative work environment.

- Drive team's performance, considering quantity and quality both in check, via periodic performance discussions.

- Ensure period training to the team and everyone is up to date with necessary process information.

Required Skills & Experience :

- A strong customer-centric approach should be comfortable and convincing at customer interaction handling.

- Good communication skills, both written and verbal, with the ability to lead conversations.

- Can work under pressure, short deadlines, and handle difficult conversations.

- Structured solution-oriented approach should understand the problem clearly and quickly.

- A team player should be able to coordinate with internal and external stakeholders seamlessly.

- Do'er- in attitude and actions. A fast learner, who is not scared to ask questions and does not just accept the status quo.

Preferred Skills :

- Experience in handling customer service, escalations/complaints, social media.

- NBFC/BFSI or fintech background or exposure in a customer-facing role in a startup.

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