Customer Assistance Manager - Credit Card Hardship

Customer Assistance Manager-CREDIT CARD Hardship Assistance Unit

We are seeking a compassionate and skilled professional to manage our Credit Card Hardship Assistance Unit. The primary goal is to provide personalized support to customers experiencing financial hardships, ensuring they receive the necessary assistance and guidance. This role involves collaborating with various teams to develop and implement effective strategies for debt management and financial recovery.

• Lead and mentor a team of customer assistance officers, fostering a supportive and empathetic work environment.
• Handle complex customer inquiries and complaints, offering creative solutions and ensuring a positive customer experience.
• Develop and implement strategies to assist customers in financial distress, including debt restructuring plans and personalized repayment options.
• Collaborate with legal and compliance teams to ensure all assistance programs adhere to regulatory requirements and bank policies.
• Monitor and analyze customer feedback to identify trends and areas for improvement in hardship assistance programs.
• Stay updated on industry trends and best practices in customer assistance and financial hardship management.
• Conduct regular performance reviews and provide constructive feedback to team members, promoting professional development.
• Ensure the unit's operations align with the bank's values and mission, maintaining a high standard of customer service.
• Build and maintain strong relationships with internal stakeholders, including credit card operations, collections, and legal teams.

• 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 successful leadership.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, capable of developing creative solutions for complex financial situations.
• Proficiency in Microsoft Office suite, particularly Excel, for data analysis and report generation.
• Familiarity with banking regulations and compliance standards, especially those related to credit cards and financial hardship.
• Emotional intelligence and the ability to remain calm and empathetic when dealing with customers in distress.
• Strong organizational skills and the ability to manage multiple tasks and priorities effectively.
• Willingness to continuously learn and adapt to industry changes and best practices in customer assistance.
• A proactive and solution-oriented mindset, with a passion for helping others and making a positive impact.

Experience Level

Mid Level