Customer Assistance Manager-business Loans-hardship Assistance Unit

1 day ago

Bangalore Karnataka, India Kotak Mahindra Bank Full time

Job Category KMBL Degree Level Bachelor s Degree At Kotak Mahindra Bank Ltd we are seeking a dedicated and empathetic leader to manage our Business Loans-Hardship Assistance Unit This unit plays a vital role in providing specialized support to customers who are experiencing financial difficulties and require assistance with their business loans As the Customer Assistance Manager you will oversee a team of professionals ensuring a seamless and empathetic customer journey Responsibilities Lead and mentor a team of customer assistance professionals fostering a compassionate and efficient work environment Develop and implement strategies to identify and assist customers facing financial hardships ensuring timely and appropriate support Collaborate with other bank departments to streamline the hardship assistance process enhancing overall customer satisfaction Establish and maintain strong relationships with key stakeholders including legal and compliance teams to navigate complex cases effectively Ensure compliance with bank policies and regulations especially in handling sensitive customer data and confidential information Monitor and analyze customer feedback and satisfaction levels implementing improvements to enhance the overall customer experience Stay updated on industry trends and best practices in customer assistance especially in the business loans sector to drive continuous improvement Conduct regular performance reviews and provide constructive feedback to team members fostering a culture of growth and development Represent the bank at industry events and conferences showcasing our commitment to customer-centric hardship assistance Qualifications A bachelor s degree in business finance or a related field is preferred along with a minimum of 5 years of experience in customer assistance or a similar role Proven leadership and management skills with a track record of successfully leading and mentoring teams Excellent communication and interpersonal skills with the ability to build rapport and establish trust with customers and colleagues Strong analytical and problem-solving abilities with a data-driven approach to decision-making Proficiency in using customer relationship management CRM systems and other relevant software A deep understanding of the banking industry especially in the area of business loans and hardship assistance Ability to work independently and manage multiple priorities in a fast-paced environment Emotional intelligence and a genuine passion for helping others especially in challenging financial situations Flexibility to adapt to changing work demands and a willingness to learn and grow with the evolving needs of the bank

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