Strategy Manager - Credit Card Collections and Customer Complaint Resolution

Strategy Manager-CREDIT CARD-Hardship Assistance Unit

Responsible for managing and resolving customer complaints related to collections by conducting detailed investigations, validating call interactions, and ensuring fair outcomes that balance customer satisfaction with bank policies.

Key Responsibilities:

• Handle end-to-end investigation of collections-related customer complaints.
• Review and validate call recordings and agent interactions for compliance and service quality.
• Analyse cases to determine the authenticity of customer claims and identify gaps in process or conduct.
• Collaborate with internal teams (collections, compliance, customer service, nodal, BO desk) for fact-finding and resolution.
• Provide clear, well-documented feedback on findings and recommend corrective actions.
• Deliver customer-centric solutions that are aligned with regulatory requirements and bank interests.
• Identify trends in complaints and suggest process improvements to reduce recurrence.

 

Key Skills & Requirements:

• Strong analytical and problem-solving skills.
• Good understanding of collections processes, policies, and customer handling.
• Ability to interpret call quality, compliance standards, and customer interactions.
• Excellent communication and documentation skills.
• High attention to detail with a balanced, fair judgment approach.

Bachelor Degree

Experience Level

Mid Level