Job Description

As the Customer Assistance Manager, you will oversee and manage a dedicated team within the Kotak Mahindra Bank Ltd's HF LOAN AGAINST PROPERTY (LAP) department. Your primary focus will be on providing exceptional assistance to customers who are experiencing financial hardships and require specialized support. You will play a crucial role in developing and implementing strategies to mitigate customer hardships, ensuring a positive and empathetic customer experience.

• Lead and mentor a team of customer assistance specialists, fostering a supportive and collaborative work environment.
• Develop and execute strategies to identify and assist customers facing financial difficulties, ensuring timely and effective support.
• Collaborate with other departments to streamline processes and enhance customer assistance programs.
• Stay updated on industry trends and best practices in customer assistance and hardship management.
• Analyze customer feedback and data to identify areas for improvement and implement necessary changes.
• Ensure compliance with regulatory requirements and bank policies in all customer assistance activities.
• Build and maintain strong relationships with internal stakeholders to facilitate effective collaboration.
• Oversee the accurate and timely processing of customer assistance requests, ensuring a high level of service.
• Provide regular performance evaluations and coaching to team members, promoting professional development.

• A bachelor's degree in business administration, finance, or a related field is preferred.
• Minimum 5 years of experience in customer assistance or hardship management, preferably in the banking industry.
• Proven leadership and management skills, with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Strong analytical and problem-solving abilities, with a focus on finding creative solutions.
• Proficiency in Microsoft Office and relevant banking software.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• A proactive and empathetic approach to customer service.
• Willingness to continuously learn and adapt to industry changes.