Role Summary:
Responsible for managing and resolving EMI-related customer escalations while ensuring smooth
operations of billing, collections triggers, and reconciliations. The role focuses on improving customer
experience, identifying root causes, and driving process efficiency.
Key Responsibilities:
Handle complex EMI escalations (billing errors, mandate failures, refunds) within defined TAT
Monitor daily EMI operations and ensure accuracy in transactions
Identify process gaps and implement corrective actions
Collaborate with internal teams (Product, Tech, Collections) and external partners
Track escalation trends and prepare MIS reports
Ensure compliance with regulatory and internal policies
Requirements:
3–6 years of experience in EMI operations & Process Excellence
Strong analytical and problem-solving skills
Good understanding of loan lifecycle and payment systems (NACH/eNACH)
Effective communication and stakeholder management
Success Metrics:
Reduction in escalation volume
Improved resolution TAT and customer satisfaction
Fewer repeat issues through process improvement
Qualifications & Skills
Bachelor’s degree
3–6 years of experience in lending operations, EMI management, or customer escalations
Strong understanding of EMI lifecycle, EMI calculations and payment systems
Excellent analytical and problem-solving skills
Effective communication and stakeholder management abilities
Proficiency in MS Excel and data analysis tools