SMFG India Credit is Hiring for Assistant Manager, Customer Service (Escalations & Complaints) | Banking Operation Jobs in Mumbai | Openings: 10

Job Description

As part of this role, youll be responsible for ensuring timely and effective resolution of customer escalations received through various channels, including email, social media, and digital loan platforms. The position is critical in maintaining high standards of customer satisfaction while supporting compliance and identifying opportunities for process improvement.

Key Responsibilities:

Ensure prompt and satisfactory closure of all customer complaints and escalations

Monitor and manage customer issues received via multiple service channels

Conduct root cause analysis and recommend process improvements

Maintain strict adherence to TATs and regulatory requirements, including referrals to the Internal Ombudsman

Drive high CSAT scores through empathetic and effective communication

Collaborate with internal teams to ensure seamless customer experience

Maintain consistency, compliance, and professionalism in all customer interactions

Qualifications & Experience:

Graduate/Post-graduate in any stream

2 4 years of experience in managing complaints/escalations in a Bank/NBFC (lending domain)

Strong written and verbal communication skills

Experience handling regulatory or senior-level escalations is a plus

Location: Vikhroli West, Mumbai

Apply now: email your resume to anuja.kulkarni@smfgindia.com and sachin.nagare@smfgindia.com