Customer Assistance Manager-Consumer Durables-Hardship Assistance Unit

1 day ago

Bhopal, Madhya Pradesh, India Kotak Mahindra Bank Full time ₹ 6,00,000 - ₹ 9,00,000 per year
Description
We are seeking a compassionate and strategic leader to manage our Consumer Durables-Hardship Assistance Unit. In this role, you will oversee a team dedicated to providing tailored assistance to customers facing financial challenges, ensuring they receive the support they need to manage their accounts effectively. Your expertise will be instrumental in developing innovative strategies to enhance our customer assistance programs, ultimately contributing to the bank's reputation for exceptional customer service.

Responsibilities
  • Lead and mentor a team of customer assistance specialists, fostering a supportive and collaborative work environment.
  • Develop and implement strategies to enhance customer assistance programs, ensuring they are tailored to the unique needs of customers facing financial hardships.
  • Collaborate with other departments, such as risk management and collections, to develop comprehensive solutions for customers in distress.
  • Monitor and analyze customer feedback and satisfaction metrics, identifying areas for improvement and implementing necessary changes.
  • Ensure compliance with regulatory requirements and internal policies related to customer assistance and hardship programs.
  • Stay updated on industry trends and best practices in customer assistance, continuously improving our services.
  • Build and maintain strong relationships with key stakeholders, including senior management and external partners.
  • Oversee the accurate and timely processing of customer assistance applications, ensuring a seamless experience for applicants.
  • Provide regular performance evaluations and feedback to team members, promoting professional growth and development.
Qualifications
  • A bachelor's degree in business, finance, or a related field is preferred.
  • Minimum 5 years of experience in customer assistance or a related field, with at least 2 years in a managerial role.
  • Demonstrated ability to lead and motivate a team, fostering a positive and productive work culture.
  • Excellent communication and interpersonal skills, with a track record of building strong relationships with customers and colleagues.
  • Strong analytical and problem-solving skills, with the ability to develop innovative solutions for complex customer issues.
  • Proficiency in Microsoft Office and relevant customer relationship management (CRM) software.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Excellent time management and organizational skills, with a focus on attention to detail.
  • A customer-centric mindset, with a passion for delivering exceptional customer service.
  • Willingness to continuously learn and adapt to changing industry trends and customer needs.

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