Franklin Jose
@franklinjose
I resolve complex digital banking disputes and customer support escalations.
IndiaWhat I'm looking for
I've resolved high-volume credit card, UPI, and transaction disputes across fintech and BPO support environments for more than four years.
At Jupiter, I handled domestic chat support on a neobank platform built on Federal Bank and CSB Bank rails, resolving failed transactions, UPI disputes, and account-servicing queries. I owned L2 escalations with partner banks, supported chargeback turnaround, and conducted KYC documentation checks.
I also worked with engineering and product teams to troubleshoot UPI integration issues and surface recurring bugs, while helping customers adopt digital products including credit cards, mutual funds, and app features.
Previously, I supported domestic chat and email operations at Fleek Technologies and international customer support at Telligent Support and 24/7.ai, maintaining SLA adherence, accurate CRM records, and clear documentation across complex banking and technical cases.
Experience
Work history, roles, and key accomplishments
Customer Support Executive
Jupiter
Nov 2023 - May 2026 (2 years 6 months)
Handled customer chats on Jupiter's neobank platform, resolving failed transactions, UPI disputes, and account-servicing queries. Investigated suspicious activity, managed L2 escalations with partner banks, and conducted KYC verification.
Operations Associate
Fleek Technologies
Jun 2022 - Dec 2022 (6 months)
Managed combined chat and email support queue, maintaining service-level accuracy. Partnered with vendors to debug issues, documented recurring problems, and coordinated with internal teams to reduce escalations.
Senior Consultant, Customer Support
Telligent Support
Dec 2020 - Nov 2021 (11 months)
Managed international email support queue, resolving technical and product issues for global customers. Maintained SLA adherence and coordinated cross-team on complex escalations.
Handled international customer chats covering credit card banking queries, including payments, lost-card reporting, and rewards servicing. Guided customers through online banking portals and resolved billing disputes.
Education
Degrees, certifications, and relevant coursework
The Oxford College of Engineering
Bachelor of Engineering, Mechanical Engineering
2013 - 2017
Pursued a Bachelor of Engineering in Mechanical Engineering from 2013 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Skills
Interested in hiring Franklin?
You can contact Franklin and 90k+ other talented remote workers on Himalayas.
Message FranklinGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
