Customer Support RBI Escalation

AboutWeRize

Founded in 2019 by Vishal Chopra and Himanshu Gupta, WeRize is building India's largest full stack fintechplatform for 500 million underserved middle-class customers who live in 5000+ small towns of India. WeRize (Wortgage technologies pvt ltd) also owns RBI registered NBFC subsidiary (Wortgage Finance pvt ltd).

This customer segmentis not served by privatesector banks, Insurersand Mutual Fund companies due to their low ticket-size and lifetime value and is dependent on PSU/Govt. banks. PSU/Government banks rarely provide financial products beyond basic savings accounts and these customers lack access to unsecured loans, MSME loans, credit cards, affordable housing loans, loan against property , health and life insurance and investment products. WeRize manufactures innovative unsecured consumer credit, mortgages, loan against property, MSME loans,savings and insurance products designed for this customer base keeping in mind their needs, requirements and purchasing power, with a view to add a layer of financial security to their lives and enable access to credit. While customers in these geographies use smartphones, they need properguidance and support when purchasing the right financial products for themselves. So, a pure digital model doesn't work for this segment. WeRize has innovated on this front through its 'Finance ki online dukaan (Social Shopify of Finance)', a first of its kind social distribution tech platform in the financial services space that educates and enables local financially literate freelancers across these small towns to source business through online and offline channels, recommend the right financial product(s) to customers as well as provide after sales support.These freelancers, who are located in more than 5000+ towns and cities, earn as much as INR 30,000 a month from WeRize in commissions

.

Our social distribution platform supported by financially literatefreelancers means exceptionally low cost of customer acquisition (CAC) and operations costs compared to both fully digital and on-the-ground financial services providers. Digital conversions among this target group are way lower when comparedto upper income customers in metros and hence pure digital CAC doesn't workfor this segment. While companies like LIC and Fino Bank also rely on freelancer distribution, they deploy local on-fieldteams/branches to manage freelancers in every city. That resultsin very high CAC and operations costs for such companies. WeRize on the other hand, has been able to acquire, train and manage thousandsof freelancers in 5000+ citiesonly through its tech platform and without any feet-on-street team of its own. This results in highly profitable business model for Weriz

e.

To know more about the company, please visit:

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Role Descrip**

tionThe role involves managing the end-to-end customer grievance redressal process in line with RBI guidelines. The incumbent will ensure timely resolution of complaints, drive systemic improvements through root cause analysis, and maintain a strong culture of compliance and customer centricity. This position requires close coordination with multiple teams to enhance service quality, reduce repeat complaints, and strengthen customer tr

**ust.

Key Responsibil**

• itiesOwn and manage the complete grievance redressal process as per RBI and internal compliance stand
• ards.Ensure timely and effective resolution of complaints and escalations through structured root cause analysis (
• RCA).Develop and maintain real-
  time Voice of Customer
  (VOC) dashboards for leadership visibi
• lity.Liaise with customer service and cross-functional teams to resolve systemic or high-risk compla
• ints.Identify recurring issues, propose corrective measures, and collaborate with business and product teams to address root ca
• uses.Track and reduce repeat complaints while improving turnaround time (
• TAT).Maintain accurate complaint records and generate reg
  ular MIS/analytics re
  p
• orts.Drive a culture of compliance, customer centricity, and performance excell
• ence.Align and collaborate with stakeholders ac
  ross Risk, Compliance, Operations, Collections, and Bus
  iness u

**nits.

Key Skills Re**

• quiredStrong communication, listening, and problem-solving s
• kills.Proven ability to handle escalations with empathy and profession
• alism.Leadership and team management capabil
• ities.Analytical mindset with experien
  ce in RCA and data-driven rep
  o
• rting.Good understandi
  ng of regulatory and compliance requir
  ements in financial services (NBFC/
• Bank).Proficien
  cy in
  Excel and exposu
  re to MIS reporting or dash
  boards (prefe

rred).