Associate - CRM - Motor Finance - Operations - Mumbai - Lodha (I-Think Tech at Tata Capital

, , India -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, System Knowledge, Process Orientation, Communication, Team Management, Customer Service, Complaint Handling, Regulatory Compliance, Cross-Functional Collaboration, Training, Process Improvement, Record Keeping, Data Analysis, Customer Interaction, Problem Solving, Creativity, Resourcefulness

Industry

Financial Services

Description

Business Vertical: Motor Finance Department: Customer Relationship Management Line of Business: Business Support Grade: M1/M2 Proposed Immediate Superior: Senior Manager/AVP Educational Qualification: Bachelor degree from a recognized college/university Desired Experience: 3-5 Years. Experience involving direct interactions with customers preferred. Key Objective of the Job: Customer communication management Key Deliverables: Experience in QRC management and direct interaction with customers to resolve issues. Leading and monitoring the complaint-handling team within customer service. Monitoring RBI CMS and CPGRAMS portals to track complaints received from regulators. Interacting with cross-functional teams to ensure on-time resolution of customer complaints. Escalating complex or high-impact cases to appropriate departments (Collections, Operations, Sales, etc.). Ensuring all resolved cases are closed with customer confirmation when necessary. Interacting with RBI officials on queries raised or advisories issued and providing necessary clarifications. Ensuring all RBI advisories are complied with within the given timeline and uploading all supporting evidence on the portals. Maintaining accurate and detailed records of all complaints, actions taken, and resolutions. Preparing complaint-related MIS reports for submission to RBI as per applicable RBI circulars. Identifying recurring issues and suggesting improvements to enhance customer experience. Interacting with the Internal Ombudsman (IO) for complaint resolution and addressing queries raised by the IO. Ensuring IO suggestions are implemented and following up through every step of the process. Documenting evidence of implementation of IO recommendations and updating the IO accordingly. Ensuring adherence to regulatory requirements, internal policies, and audit standards at all times. Serving as the primary point of contact during RBI audits and internal audits related to customer complaints. Driving improvements based on audit findings to enhance process robustness and regulatory compliance. Providing timely training to the team on process changes, new implementations, policy updates, and system enhancements to ensure operational readiness and compliance. Initiating new projects and process improvement initiatives to strengthen complaint management operations. Specialized job competencies: Project Management skills System knowledge – MS Office, CRM, MS Powerpoint Process orientation Ability to influence & build strong working relationship with grass root employees & seniors Team management Other desired attributes: Passion for working on Customer service & initiatives impacting Customers Communication (Oral & written) & Presentation skills Desire to learn & explore Creativity & resourcefulness Location: Thane, Maharashtra Number of Positions: 1

Responsibilities

The role involves managing customer communication and resolving complaints through direct interaction with customers. It also includes monitoring regulatory portals and ensuring compliance with RBI advisories.