Customer Assistance Manager - Business Loans

Customer Assistance Manager-Business Loans-Hardship Assistance Unit

As the Customer Assistance Manager, you will play a vital role in managing the Business Loans-Hardship Assistance Unit, providing crucial support to customers facing financial difficulties. Your primary focus will be on overseeing and optimizing collection processes, ensuring timely and efficient repossession when necessary, and coordinating with external agencies and legal teams. This role requires strong leadership skills, as you will be responsible for guiding and training a team of collections specialists, ensuring they deliver exceptional customer service.

• Monitor and maintain collection activities for the assigned area, ensuring timely and accurate reporting.
• Manage repossession processes, coordinating with repossession agents and legal teams to ensure smooth operations.
• Collaborate with collection agencies and external partners to maximize recovery rates and minimize losses.
• Oversee the sale of assets, ensuring fair and transparent processes are followed.
• Handle legal formalities related to collections and repossession, working closely with legal teams to navigate complex cases.
• Provide leadership and guidance to the collections team, offering training and support to enhance their performance.
• Stay updated on industry trends and best practices in collections and customer assistance, implementing innovative strategies.
• Build and maintain strong relationships with internal stakeholders and external partners to foster collaboration.
• Ensure compliance with all relevant regulations and policies, maintaining a high standard of ethical conduct.

• Bachelor's degree in Business Administration, Finance, or a related field is required.
• Minimum 2 to 5 years of experience in collections, with a proven track record of successful leadership and team management.
• Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in using collections management software and MS Office applications.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Flexibility to travel to different locations when required, including field visits for training and support.
• Excellent organizational skills, with a high level of attention to detail.
• Willingness to continuously learn and adapt to changing industry trends and customer needs.
• A customer-centric approach, with a passion for delivering exceptional support and resolving customer hardships.

Experience Level

Mid Level