Customer Assistance Manager - Credit Card Hardship Support

Customer Assistance Manager - Recovery-CREDIT CARD Hardship Assistance Unit

As the Customer Assistance Manager for Kotak Mahindra Bank Ltd's Credit Card Hardship Assistance Unit, you will be at the forefront of providing exceptional support to customers experiencing financial hardship. Your primary goal is to ensure that customers receive the necessary assistance and guidance to navigate through their challenging circumstances, ultimately helping them regain financial stability and continue their journey as valued clients.

• Lead and manage a team of customer assistance officers, providing mentorship and guidance.
• Develop and implement strategies to identify and assist customers facing financial hardship.
• Establish and maintain effective communication channels with customers, ensuring a prompt and empathetic response.
• Collaborate with other departments to develop tailored repayment plans and financial solutions for customers.
• Monitor and analyze customer feedback to continuously improve assistance programs and services.
• Ensure compliance with bank policies and regulations, especially regarding customer data privacy and security.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Stay updated with industry trends and best practices in customer assistance and financial hardship management.
• Represent the bank at industry events and conferences, sharing insights and best practices.
• Foster a positive and supportive work environment, promoting a culture of empathy and customer-centricity.

• 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 track record of successful leadership and team management.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to develop creative solutions.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent organizational and time management skills.
• Willingness to stay updated with industry trends and best practices.
• A customer-centric mindset and a passion for delivering exceptional customer experiences.

Experience Level

Mid Level