Job Description

Instantpay , a trailblazer in the digital financial domain, is looking for an Associate - Banking Operations to join our dynamic team. Founded in 2013, Instantpay is dedicated to equip businesses of all scales with advanced banking and financial solutions. Our platform integrates banking, payments, collections, expenses, and developer APIs, offering a comprehensive solution for modern financial needs.

Roles and Responsibilities

• Take ownership of customers' issues and follow problems (RCA) through resolution.
• Identify and assess customers' needs, clarify information and provide solutions and alternatives wherever applicable.
• Review and identify the root cause for all escalated service requests and evaluate escalation performance metrics.
• Resolve issues related to NEFT, IMPS, AEPS Cashout, and transactions with the help of Internal departments, Banks, NPCI and RBI within defined SLA.
• Handle high-level escalations, grievance redressal helpdesk and resolve those cases within TAT.
• Co-ordinate with service providers of various services- DMT, AEPS, Recharge, BBPS, etc
• Co-ordinate with LEAs and banks for effective and timely resolution of all MHA/Fraud/Chargeback cases.
• Update and maintain escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.
• Manage tools and software including CRM that facilitate customer success
• Responsible for communication with banks and merchants.
• Knowledge of processes and procedures that affect dispute processing
• Check documents related to chargeback queries and revert the concerned stakeholders regarding the same within TAT
• Maintaining repository of all cases in the database and with accurate chargeback records.

Desired Candidate Profile

• Experience in the fintech/banking Industry will be preferred.
• The candidate should be from an operations profile in the last role.
• Experience in handling risk/ LEA cases in the previous role (s), would be preferred.
• Willingness to learn and operate the different platforms within the system.
• Ability to work both independently and in a team environment.
• Excellent communication skills (written + verbal) and ability to manage emails and conversations clearly and logically.
• Ope to work in flexible work timings and week offs

Job Types: Full-time, Permanent

Pay: ?350,000.00 - ?500,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Experience:

• total work: 1 year (Preferred)

Work Location: In person