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Experian

Consumer Support Associate (IO Secretariat)

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Job description

Role Title: Consumer Support Associate (IO Secretariat) Function: Customer Experience / Customer Support Reports To: Team Lead – Consumer Support Role Purpose

To deliver efficient, empathetic, and compliant resolution of customer queries and complaints across channels, ensuring a high-quality customer experience while adhering to regulatory and internal service standards.

Key Responsibilities 1. Customer Query Handling

  • Handle inbound/outbound customer interactions (email, chat, calls, social media).
  • Provide accurate information and resolve queries within defined SLAs.
  • Ensure clear, professional, and empathetic communication.

2. Complaint Resolution

  • Investigate customer complaints and provide timely, fair resolutions.
  • Coordinate with internal teams for issue clarification and resolution.
  • Adhere to escalation protocols for complex or high-risk cases.

3. Regulatory & Process Compliance

  • Ensure responses are aligned with internal policies and regulatory requirements.
  • Maintain proper records of interactions and complaint details.
  • Follow defined TATs for responses and closure.

4. Quality & Customer Experience

  • Deliver consistent high-quality customer experience across all interactions.
  • Capture customer feedback and identify recurring issues or service gaps.
  • Maintain high CSAT and quality scores.

5. Process Improvement

  • Highlight recurring issues, product gaps, and process inefficiencies.
  • Suggest improvements to enhance customer experience and reduce complaints.

Key Skills & Competencies

  • Strong verbal and written communication skills
  • Customer-first mindset with empathy and problem-solving ability
  • Attention to detail and process adherence
  • Ability to manage high volumes and multitask
  • Basic analytical skills for issue identification

Experience & Qualification

  • 2-5 years in customer support / contact center / grievance handling
  • Experience in BFSI / fintech preferred but not mandatory

Qualifications

  • Graduate

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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