Nodal Escalation Officer

Job Requirements

About the Role

Are you a problem-solver who thrives under pressure? As a Nodal Escalation Officer at IDFC FIRST Bank, you’ll handle high-priority customer complaints with speed, empathy, and precision. Be the go-to expert for resolution, drive process improvements, and make a real impact on customer trust—all from our Navi Mumbai hub.

Key Responsibilities

Resolve escalated complaints from Nodal/PNO/CMD desks

Ensure zero comeback and timely resolution

Maintain quality in responses and ticket accuracy

Identify root causes and suggest process fixes

Collaborate across teams for faster grievance closure

What We’re Looking For

Education: Graduate/Postgraduate (any discipline)

Experience: 2–3 years in customer service or grievance handling

Skills: Strong communication, product knowledge, decision-making, and empathy