CST - Associate - Email CST

About Us:Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
About the Team:
The OCL Grievance Redressal Team manages customer grievances, executive escalations, and regulatory complaints through voice, email, and ticketing channels. As a regulated reporting function, the team ensures timely, accurate, and compliant resolutions while upholding the highest standards of quality and customer experience.
About the Role:
Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels. Drive end-to-end case resolution through customer engagement, RCA preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.
Expectations / Requirements:
1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.7: Ensure brand consistency in written communication, including tone, accuracy, and financial/legal terminology.8: Meet daily productivity and quality targets while maintaining high customer satisfaction.
Superpowers / Skills That Will Help You Succeed:
1: 1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.2: Excellent written communication and drafting skills.3: Strong analytical and problem-solving abilities.4: Experience working with ticketing systems and queue management.5: Ability to coordinate with multiple stakeholders and manage regulatory timelines.6: Knowledge of banking, lending, financial services, or regulatory complaint handling will be an added advantage.
Why Join Us:
1. A collaborative output driven program that brings cohesiveness across businesses through technology.2. Improve the average revenue per use by increasing the cross-sell opportunities.3. A solid 360 feedback from your peer teams on your support of their goals 
Compensation :
If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!