Manager - Customer Support & Collections

1 week ago


New Delhi, India Astravise Business Solutions LLP Full time

We are looking for a proactive and detail-oriented professional to manage customer support and collection operations in collaboration with UVARCL (Asset Reconstruction Company). The role will require balancing customer empathy with effective recovery strategies, while continuously improving efficiency through process enhancements.

Key Responsibilities:

Customer Support & Escalations:

- Act as the primary point of contact for customer support queries related to ARC accounts.

- Handle escalations with professionalism and ensure timely resolution.

- Maintain clear documentation of customer interactions.

- Recruit, train & supervise agencies & team members responsible for responding to customer escalations

- Manage & oversee performance of team that is responsible for responding to customer escalations

Collections Operations:

- Coordinate and oversee collection activities with UVARCL.

- Track recovery progress and provide regular updates to internal stakeholders.

- Support field and tele-collections teams to achieve recovery targets.

Strategy & Process Improvement:

- Assist in designing and implementing collection strategies in collaboration with UVARCL.

- Contribute to improving customer support processes for faster response and higher efficiency.

- Identify gaps in workflows and propose solutions to optimize performance.

Collaboration & Reporting:

- Liaise between internal teams, UVARCL, and customers to ensure smooth communication.

- Prepare reports on customer issues, resolution timelines, and collection performance.

Required Skills & Qualifications:

- Strong verbal and written communication skills in English.

- Experience in customer support and/or collections preferred (banking/NBFC/ARC experience is a plus).

- Familiarity with CRM tools and ability to use them for logging, tracking, and resolving cases.

- Problem-solving attitude with ability to manage pressure in escalation scenarios.

- Collaborative mindset and willingness to work with external partners.

What We Offer:

- Opportunity to work closely with UVARCL on a high-impact portfolio.

- Exposure to both customer experience and collection strategy.

- Growth in a fast-paced, regulated financial services environment.

(ref:iimjobs.com)

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