Customer Assistance Manager-Personal Loan-Hardship Assistance Unit at Kotak Mahindra Bank

Ahmedabad, gujarat, India -

Full Time

Start Date

Immediate

Expiry Date

01 May, 26

Salary

0.0

Posted On

31 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Empathy, Problem Solving, Analytical Skills, Communication, Interpersonal Skills, Team Management, Training, Customer Relationship Management, Financial Assistance, Performance Management, Collaboration, Compliance, Organizational Skills, Attention to Detail

Industry

Banking

Description

The Customer Assistance Manager will lead the Personal Loan-Hardship Assistance Unit at Kotak Mahindra Bank Ltd, offering support and guidance to customers facing financial difficulties. This role is crucial in ensuring a compassionate and efficient customer experience. We are seeking a dedicated and empathetic professional to manage our Personal Loan-Hardship Assistance Unit. This unit specializes in providing tailored support to customers experiencing financial hardships, ensuring they receive the necessary assistance and guidance. The manager will lead a team of customer service representatives, overseeing their performance and providing training to ensure a high standard of customer service. This role requires strong leadership skills, a customer-centric approach, and the ability to navigate complex financial situations with empathy and expertise. Lead and manage the Personal Loan-Hardship Assistance Unit, ensuring efficient and compassionate customer support. Oversee the team's performance, providing regular feedback and coaching to enhance customer service skills. Develop and implement strategies to identify and assist customers facing financial difficulties, ensuring a proactive and personalized approach. Collaborate with other departments to streamline processes and enhance the overall customer experience. Stay updated with industry trends and best practices in customer assistance, especially in the personal loan sector. Handle complex customer inquiries and complaints, providing timely and effective resolutions. Ensure compliance with bank policies and regulations, maintaining a high level of integrity and confidentiality. Conduct regular performance reviews and provide career development opportunities for team members. Build and maintain strong relationships with internal stakeholders to foster a collaborative work environment. 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 leadership and team management skills, with a track record of building high-performing teams. Excellent communication and interpersonal skills, with the ability to connect and empathize with customers. Strong problem-solving and analytical abilities, with a customer-centric approach to resolving issues. Proficiency in using customer relationship management (CRM) systems and other relevant software. Ability to work independently and manage multiple tasks simultaneously. A proactive and solution-oriented mindset, with a focus on continuous improvement. Strong organizational skills and attention to detail. Willingness to stay updated with industry trends and best practices.

Responsibilities

The Customer Assistance Manager will lead the Personal Loan-Hardship Assistance Unit, ensuring efficient and compassionate customer support. They will oversee team performance, develop strategies for customer assistance, and handle complex inquiries.