Customer Assistance Manager - Loan Against Property Recovery

Customer Assistance Manager-Recovery-HF LOAN AGAINST PROPERTY (LAP) Hardship Assistance Unit

We are seeking a dedicated and empathetic professional to manage our Hardship Assistance Unit within the Loan Against Property (LAP) department. The primary focus of this role is to provide exceptional customer service and tailored assistance to customers experiencing financial hardship, ensuring a positive and supportive experience throughout the recovery process. The ideal candidate will have a strong background in customer service and a proven track record of building and maintaining positive customer relationships.

• Lead and manage a team of customer assistance officers, providing guidance and support to ensure efficient and effective customer service.
• Develop and implement strategies to identify and assist customers facing financial hardship, ensuring a proactive and empathetic approach.
• Establish and maintain open lines of communication with customers, offering regular updates and progress reports on their LAP accounts.
• Collaborate with other departments, such as collections and legal, to develop comprehensive recovery plans tailored to each customer's unique situation.
• Monitor and analyze customer accounts to identify potential risks and develop preventive measures to mitigate future financial difficulties.
• Ensure compliance with all regulatory and legal requirements, maintaining a high level of integrity and ethical standards.
• Provide regular reports and updates to senior management, highlighting key performance indicators and areas for improvement.
• Stay updated on industry trends and best practices, implementing innovative solutions to enhance the customer assistance process.
• Build and maintain strong relationships with internal stakeholders, fostering a collaborative and supportive work environment.

• A bachelor's degree in business administration, finance, or a related field is preferred.
• Minimum 5 years of experience in customer service, with a proven track record of success in a leadership role.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in Microsoft Office suite, particularly Excel and PowerPoint, for data analysis and presentation.
• Knowledge of banking regulations and compliance standards, particularly in the LAP domain.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent time management and organizational skills, with a high level of attention to detail.
• A customer-centric mindset, with a passion for delivering exceptional service and building long-lasting customer relationships.

Experience Level

Mid Level