Job Description

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Key Responsibilities
Customer Complaint Resolution

• Act as the primary point of contact for customer complaints related to collections.
• Ensure all complaints are acknowledged, investigated, and resolved within defined TATs (Turnaround Times).
• Maintain end-to-end documentation of complaints, resolutions, and escalations.
• Coordinate with zonal/branch teams, legal, and operations to resolve customer issues.
• Ensure adherence to company grievance redressal policies and RBI regulatory requirements.
• Identify recurring complaint patterns and recommend process/policy improvements.
• Prepare periodic complaint dashboards and share insights with management.

MIS & Support Function

• Oversee the collections MIS, ensuring accuracy, timeliness, and standardization of reports.
• Support the collections team with data analysis, dashboards, and performance tracking.
• Maintain records on collection efficiency, bucket movement, DVR feedback, legal activities, and agency performance.
• Develop automated MIS solutions (using Excel, Power BI, SQL, etc.) to improve efficiency and reduce manual effort.
• Provide analytical inputs for management reviews, audits, and compliance reporting.
• Act as a support function for collections, bridging data insights with operational strategy.

Key Skills & Competencies

• Strong knowledge of customer grievance redressal processes, preferably within BFSI/NBFC sector.
• Sound understanding of collections operations, legal recovery process, and regulatory compliance.
• Analytical and problem-solving skills with ability to interpret data into actionable insights.
• Proficiency in MS Excel, PowerPoint, and MIS/reporting tools (Power BI, SQL preferred).
• Excellent communication and interpersonal skills for managing escalations and stakeholder coordination.
• High attention to detail, integrity, and customer-centric approach.

Key Performance Indicators (KPIs)

• % of complaints resolved within TAT.
• Reduction in repeat complaints.
• Accuracy & timeliness of MIS reporting.
• Effectiveness of MIS-driven insights in improving collection efficiency.
• Compliance with audit and regulatory requirements.

Skills Required