Customer Complaint Resolution and MIS Analyst - Collections

Customer Complaint Resolution & MIS - DSMG - Collections - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - J grades

Key Responsibilities
Customer Complaint Resolution
•    Act as the primary point of contact for customer complaints related to collections.
•    Ensure all complaints are acknowledged, investigated, and resolved within defined TATs (Turnaround Times).
•    Maintain end-to-end documentation of complaints, resolutions, and escalations.
•    Coordinate with zonal/branch teams, legal, and operations to resolve customer issues.
•    Ensure adherence to company grievance redressal policies and RBI regulatory requirements.
•    Identify recurring complaint patterns and recommend process/policy improvements.
•    Prepare periodic complaint dashboards and share insights with management.
MIS & Support Function
•    Oversee the collections MIS, ensuring accuracy, timeliness, and standardization of reports.
•    Support the collections team with data analysis, dashboards, and performance tracking.
•    Maintain records on collection efficiency, bucket movement, DVR feedback, legal activities, and agency performance.
•    Develop automated MIS solutions (using Excel, Power BI, SQL, etc.) to improve efficiency and reduce manual effort.
•    Provide analytical inputs for management reviews, audits, and compliance reporting.
•    Act as a support function for collections, bridging data insights with operational strategy.
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Key Skills & Competencies
•    Strong knowledge of customer grievance redressal processes, preferably within BFSI/NBFC sector.
•    Sound understanding of collections operations, legal recovery process, and regulatory compliance.
•    Analytical and problem-solving skills with ability to interpret data into actionable insights.
•    Proficiency in MS Excel, PowerPoint, and MIS/reporting tools (Power BI, SQL preferred).
•    Excellent communication and interpersonal skills for managing escalations and stakeholder coordination.
•    High attention to detail, integrity, and customer-centric approach.
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Key Performance Indicators (KPIs)
•    % of complaints resolved within TAT.
•    Reduction in repeat complaints.
•    Accuracy & timeliness of MIS reporting.
•    Effectiveness of MIS-driven insights in improving collection efficiency.
•    Compliance with audit and regulatory requirements.