Customer Assistance Manager-HOUSING FINANCE Hardship Assistance Unit

2 days ago

Nashik, Maharashtra, India Kotak Mahindra Bank Full time
Description

We are seeking a dedicated and empathetic professional to manage our Hardship Assistance Unit, providing vital support to customers in need. As the Customer Assistance Manager, you will oversee a team that assists customers with housing finance-related hardships, offering tailored solutions and guidance. Your expertise will be instrumental in developing strategies to mitigate risks and enhance customer satisfaction.

Responsibilities
  • Lead and mentor a team of customer assistance officers, providing guidance and support.
  • Develop and implement strategies to assist customers facing financial hardships, ensuring compliance with bank policies.
  • Collaborate with other departments to create comprehensive hardship assistance plans for customers.
  • Maintain regular communication with customers, offering updates and progress reports on their assistance plans.
  • Analyze customer data and trends to identify potential risks and develop proactive solutions.
  • Ensure a high level of customer satisfaction by promptly addressing their concerns and providing effective resolutions.
  • Stay updated on industry trends and best practices in customer assistance and hardship management.
  • Conduct regular performance reviews and provide feedback to team members, fostering a culture of continuous improvement.
  • Work closely with the legal and compliance teams to ensure all assistance plans adhere to legal and regulatory requirements.
  • Represent the bank at industry events and conferences, sharing best practices and learning from peers.
Qualifications
  • A bachelor's degree in business, finance, or a related field is preferred.
  • Minimum 5 years of experience in customer assistance or a similar role, preferably in the banking industry.
  • Strong leadership and mentoring skills, with a proven track record of managing and developing teams.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Proficiency in using customer relationship management (CRM) systems and other relevant software.
  • Ability to work independently and manage multiple projects simultaneously.
  • Strong problem-solving skills and a customer-centric approach.
  • Flexibility to adapt to changing priorities and a dynamic work environment.
  • A passion for helping others and a commitment to delivering exceptional customer service.

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