Customer Assistance Manager - Personal Loan Hardship

Customer Assistance Manager-Personal Loan Hardship Assistance Unit

At Kotak Mahindra Bank Ltd, we are seeking a dedicated and empathetic leader to manage our Personal Loan Hardship Assistance Unit. This unit plays a vital role in providing specialized support to customers who are experiencing financial hardships and require assistance with their personal loans. As the Customer Assistance Manager, you will lead a team of professionals, ensuring a seamless and compassionate customer journey.

• Lead and mentor a team of customer assistance officers, fostering a supportive and collaborative work environment.
• Develop and implement strategies to identify and assist customers facing financial hardships, ensuring a timely and effective response.
• Collaborate with other departments, such as loan processing and collections, to develop tailored solutions for customers in need.
• Ensure compliance with bank policies and regulations, maintaining a high standard of ethical practices.
• Monitor and analyze customer feedback and satisfaction levels, implementing improvements to enhance the overall customer experience.
• Stay updated on industry trends and best practices in customer assistance, especially in the personal loan sector.
• Build and maintain strong relationships with key stakeholders, including legal and compliance teams, to navigate complex cases.
• Conduct regular performance reviews and provide constructive feedback to team members, promoting professional growth.
• Oversee the accurate and timely processing of hardship assistance applications, ensuring a smooth and efficient workflow.

• A bachelor's degree in business administration, finance, or a related field is preferred.
• Minimum 5 years of experience in customer assistance or a similar role, with a proven track record of leadership.
• Excellent interpersonal and communication skills, with the ability to build rapport and empathy with customers.
• Strong problem-solving and analytical abilities, capable of developing creative solutions for complex cases.
• Proficiency in Microsoft Office suite and experience with customer relationship management (CRM) systems.
• A proactive and customer-centric approach, with a focus on delivering exceptional service.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent organizational skills and attention to detail, ensuring accurate record-keeping and documentation.
• Willingness to stay updated on industry regulations and best practices, attending relevant training and workshops.

Experience Level

Mid Level