Escalation Specialist

Company: CASHe (Bhanix Finance & Investment Ltd.) About the Role CASHe is looking for a Customer Success Executive Collections to manage customer escalations, regulatory communications, and collection-related customer support for unsecured digital lending. The ideal candidate should have strong collections knowledge, excellent English communication skills, and experience handling regulatory and legal customer queries. Key Responsibilities Handle customer queries related to collections through calls, emails, and CRM. Manage escalations received from RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal, and other regulatory forums. Coordinate with Internal Collections, Finance, Technology, BI, Operations, and Compliance teams for timely resolution. Draft professional responses to customers and regulatory authorities. Ensure adherence to RBI guidelines and internal compliance processes. Track and monitor customer complaints through CRM platforms. Maintain high service standards while ensuring collection objectives are achieved. Prepare MIS, follow-ups, and closure reports for escalated cases. Required Skills & Experience 2-5 years of experience in Customer Success, Collections, or Customer Service within an NBFC, Bank, Fintech, or Digital Lending company. Strong understanding of Unsecured Loan Collections. Experience handling RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal, and other regulatory/customer grievance platforms. Hands-on experience with CRM platforms such as Kapture, Freshdesk, or similar ticketing tools. Excellent written and spoken English with strong drafting skills. Ability to manage difficult customer conversations professionally. Good coordination and stakeholder management skills. Proficiency in Microsoft Excel and reporting. Preferred Candidate Prior experience in a Digital Lending/NBFC environment. Knowledge of RBI Fair Practices Code and digital lending regulations. Ability to work under pressure, manage multiple escalations, and meet strict TATs. Strong analytical, problem-solving, and decision-making skills. .