Skip to Content
On-site

CST - Associate - Email CST

Job Overview

1: 1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling. 4: Experience working with ticketing systems and queue management.

Key points

  1. Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels.

  2. Drive end-to-end case resolution through customer engagement, RCA preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.

  3. 1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.

  4. 2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.

  5. 3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.

  6. 4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.

  7. 5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.

  8. 6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.

Skills

Ticketing ToolsStakeholder ManagementCommunicationProblem Solving

Experience: Entry-level · 1–3 years · Job type: Full-time