CST - Associate - Email CST

About the role

Join Paytm's OCL Grievance Redressal Team as an Associate responsible for managing customer grievances, escalations, and regulatory complaints. In this role, you will handle cases across voice, email, and ticketing channels, ensuring that each issue is resolved in a timely, compliant, and high-quality manner. You will be the point of contact for resolving customer concerns, coordinating with internal teams and external regulatory authorities, and preparing necessary documentation and reports. Your work will contribute to maintaining the company's reputation for excellent customer service and regulatory compliance, supporting Paytm's mission to bring more Indians into the mainstream economy through seamless financial services.

Key facts

What you'll do

• Manage and resolve customer complaints, grievances, and escalations received through email and ticketing platforms, ensuring prompt and effective responses.
• Handle regulatory complaints received from channels such as GRO, Nodal, Ombudsman, and other regulatory authorities, ensuring compliance with all applicable regulations.
• Ensure that all cases are closed within the defined SLA/TAT, maintaining high standards of regulatory adherence and customer satisfaction.
• Coordinate with internal business teams, lenders, and other stakeholders to obtain root cause analyses (RCAs) and resolutions for customer issues.
• Prepare accurate and detailed case summaries, regulatory responses, and reports for submission to authorities, ensuring clarity and compliance.
• Maintain complete documentation of all cases, correspondence, and resolutions, adhering to internal policies and compliance standards.
• Use professional, clear, and consistent language in all written communications, including tone, accuracy, and appropriate use of financial and legal terminology.
• Meet daily productivity and quality targets, ensuring high levels of customer satisfaction and compliance with internal standards.
• Support regulatory reporting requirements by providing accurate, timely, and comprehensive information as needed.
• Collaborate with team members and other departments to improve grievance handling processes, share best practices, and ensure continuous improvement.
• Stay updated on regulatory changes and internal policies relevant to grievance redressal and complaint management.
• Assist in training new team members and sharing knowledge to enhance team performance and compliance standards.
• Participate in team meetings and feedback sessions to contribute ideas for process improvements and customer experience enhancements.
• Uphold the company's values and standards in all interactions, representing Paytm professionally and ethically.
• Handle sensitive customer data with confidentiality and integrity, complying with all data privacy laws and internal security policies.

Requirements

• 1-3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.
• Strong written communication skills, with the ability to draft clear, concise, and professional responses.
• Excellent analytical and problem-solving skills to identify root causes and develop effective resolutions.
• Experience working with ticketing systems and managing queues efficiently.
• Ability to coordinate with multiple stakeholders, including internal teams, lenders, and regulatory authorities, to meet deadlines and resolve issues.
• Knowledge of banking, lending, financial services, or regulatory complaint handling is an added advantage.
• Attention to detail to ensure accuracy in documentation, reporting, and communication.
• Ability to work under pressure and manage multiple cases simultaneously while maintaining quality standards.
• Strong organizational skills and the ability to prioritize tasks effectively.
• Willingness to work on-site in Noida, Uttar Pradesh, as this is an on-site role.
• Familiarity with compliance standards and internal policies related to grievance redressal.
• Ability to handle sensitive information with confidentiality and professionalism.
• Good interpersonal skills to communicate effectively with customers and stakeholders.
• Basic understanding of regulatory frameworks applicable to financial services is beneficial.

Nice to have

• Prior experience working in a regulated financial environment, such as banking or lending.
• Familiarity with grievance redressal procedures and regulatory frameworks such as GRO, Nodal, and Ombudsman processes.
• Knowledge of legal and financial terminology relevant to complaint handling and regulatory reporting.
• Experience with regulatory reporting tools and systems used for compliance documentation.
• Ability to communicate effectively across different teams and levels of the organization.
• Additional language skills or regional language proficiency can be an advantage in customer interactions.

Skills & tools

• Excellent written communication skills, with a focus on clarity, professionalism, and accuracy.
• Proficiency with ticketing and case management systems.
• Strong analytical and problem-solving abilities to diagnose issues and develop resolutions.
• Ability to coordinate and collaborate with multiple stakeholders efficiently.
• Attention to detail to ensure accuracy and compliance in documentation and reporting.
• Ability to work under pressure, prioritize tasks, and meet deadlines consistently.
• Good organizational skills to manage multiple cases and maintain documentation.
• Familiarity with financial services terminology and regulatory standards is advantageous.

Practical notes

• This is an on-site role based in Noida, Uttar Pradesh, and requires physical presence at the office.
• The position involves handling sensitive customer and regulatory data, requiring confidentiality and adherence to data privacy laws.
• Candidates should be prepared to work in a fast-paced environment with daily targets and deadlines.
• Prior experience in financial services, banking, or regulatory complaint handling will be beneficial.
• The role demands strong communication skills, professionalism, and attention to detail to ensure compliance and customer satisfaction.
• The team collaborates closely with various internal departments and external authorities, so effective coordination is essential.
• The candidate must be willing to stay updated on evolving regulatory standards and internal policies.
• This position offers an opportunity to contribute to India's largest digital lending ecosystem and be part of a company committed to democratizing credit for consumers and merchants.
• The role provides a platform for professional growth within a leading fintech organization dedicated to innovation and compliance.