Customer Assistance Manager - Personal Loan Hardship Support

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 empathetic customer journey.

• Lead and mentor a team of customer assistance officers, fostering a supportive and collaborative work environment.
• Develop and implement strategies to enhance the unit's efficiency and effectiveness in handling customer inquiries and requests.
• Ensure timely and accurate processing of all hardship assistance applications, maintaining high standards of customer service.
• Establish and maintain strong relationships with internal stakeholders, including loan officers, underwriters, and legal teams, to facilitate smooth communication and decision-making.
• Stay updated on industry trends, regulatory changes, and best practices in customer assistance, incorporating new insights into the unit's operations.
• Analyze customer feedback and performance metrics to identify areas for improvement and implement necessary changes.
• Collaborate with the marketing team to develop and execute targeted campaigns aimed at raising awareness about hardship assistance programs.
• Conduct regular training sessions for the team, covering product knowledge, customer service skills, and ethical practices.
• Handle complex customer inquiries and complaints, providing timely and satisfactory resolutions.

• A bachelor's degree in business administration, finance, or a related field is preferred.
• Minimum 5 years of experience in customer service or customer assistance, with at least 2 years in a managerial role.
• Proven leadership and team management skills, with a track record of building high-performing teams.
• Excellent communication and interpersonal skills, with the ability to empathize and connect with customers.
• Strong problem-solving and analytical abilities, with a customer-centric approach to decision-making.
• Proficiency in Microsoft Office suite, especially Excel and PowerPoint, for data analysis and presentation.
• Familiarity with banking regulations and compliance standards, particularly related to personal loans and hardship assistance.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Willingness to stay updated on industry trends and best practices through continuous learning.
• Flexibility to adapt to changing work schedules and handle high-pressure situations.

Experience Level

Mid Level