Customer Assistance Manager-HF LOAN AGAINST PROPERTY

4 hours ago

Bengaluru, Karnataka, India Kotak Mahindra Bank Full time ₹ 4,00,000 - ₹ 12,00,000 per year
Description
The Customer Assistance Manager will play a vital role in our HF LOAN AGAINST PROPERTY (LAP) department, specifically within the Hardship Assistance Unit. This role involves managing a team that provides support and assistance to customers facing financial hardships. The manager will be responsible for ensuring a high level of customer satisfaction and implementing strategies to mitigate risks associated with loan defaults.

Responsibilities
  • Lead and mentor a team of customer assistance officers, fostering a supportive and collaborative work environment.
  • Develop and implement strategies to identify and assist customers facing financial difficulties, ensuring timely and effective support.
  • Collaborate with other departments, such as risk management and legal, to develop comprehensive hardship assistance plans for customers.
  • 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 context of loan against property.
  • Ensure compliance with all relevant regulations and policies, maintaining a high standard of ethical conduct.
  • Conduct regular performance reviews and provide constructive feedback to team members, promoting professional development.
  • Manage and prioritize a high volume of customer inquiries and requests, ensuring timely and accurate responses.
  • Develop and maintain strong relationships with key stakeholders, including senior management and external partners.
Qualifications
  • A bachelor's degree in business, finance, or a related field is preferred.
  • Minimum 5 years of experience in customer service or a related field, with at least 2 years in a managerial role.
  • Proven track record of successfully leading and motivating a team to achieve goals.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
  • Strong problem-solving and analytical skills, with the ability to make sound decisions under pressure.
  • Proficiency in Microsoft Office and other relevant software tools for customer relationship management.
  • Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
  • Excellent organizational skills and attention to detail, ensuring accurate record-keeping and reporting.
  • Willingness to stay updated on industry trends and best practices, attending relevant training and workshops.
  • A customer-centric mindset, with a passion for delivering exceptional customer service and a desire to make a positive impact.

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