{"id":644700,"url":"https://alion.io/job/paytm-payments-services-cst-associate-email-cst","title":"CST - Associate - Email CST","company":{"id":4340,"name":"Paytm","domain":"paytm.com","url":"https://alion.io/company/paytm-payments-services","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":45,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Frontend","role_family":"Frontend","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-03T09:54:47Z","employer_posted_date":"2026-08-03","last_verified_at":"2026-10-28T01:36:46Z","board_verified":true,"closed_at":null,"days_open":85,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":85},"description":"About Us:\nPaytm 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.\nOne97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.\nAbout the Team:\nThe 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.\nAbout the Role:\nManage 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.\nExpectations / Requirements:\n1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.\n2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.\n3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.\n4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.\n5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.\n6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.\n7: Ensure brand consistency in written communication, including tone, accuracy, and financial/legal terminology.\n8: Meet daily productivity and quality targets while maintaining high customer satisfaction.\nSuperpowers / Skills That Will Help You Succeed:\n1: 1-3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.\n2: Excellent written communication and drafting skills.\n3: Strong analytical and problem-solving abilities.\n4: Experience working with ticketing systems and queue management.\n5: Ability to coordinate with multiple stakeholders and manage regulatory timelines.\n6: Knowledge of banking, lending, financial services, or regulatory complaint handling will be an added advantage.\nWhy Join Us:\n1. A collaborative output driven program that brings cohesiveness across businesses through technology.\n2. Improve the average revenue per use by increasing the cross-sell opportunities.\n3. A solid 360 feedback from your peer teams on your support of their goals\nCompensation :\nIf 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. 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