Job Description

We are seeking a dedicated and empathetic professional to manage our Hardship Assistance Unit, providing vital support to customers in need. As the Customer Assistance Manager, you will oversee a team that assists customers with housing finance-related hardships, offering tailored solutions and guidance. Your expertise will be instrumental in developing strategies to mitigate risks and enhance customer satisfaction.

• Lead and mentor a team of customer assistance officers, providing guidance and support.
• Develop and implement strategies to assist customers facing financial hardships, ensuring compliance with bank policies.
• Collaborate with other departments to create comprehensive hardship assistance plans for customers.
• Maintain regular communication with customers, offering updates and progress reports on their assistance plans.
• Analyze customer data and trends to identify potential risks and develop proactive solutions.
• Ensure a high level of customer satisfaction by promptly addressing their concerns and providing effective resolutions.
• Stay updated on industry trends and best practices in customer assistance and hardship management.
• Conduct regular performance reviews and provide feedback to team members, fostering a culture of continuous improvement.
• Work closely with the legal and compliance teams to ensure all assistance plans adhere to legal and regulatory requirements.
• Represent the bank at industry events and conferences, sharing best practices and learning from peers.

• A bachelor's degree in business, finance, or a related field is preferred.
• Minimum 5 years of experience in customer assistance or a similar role, preferably in the banking industry.
• Strong leadership and mentoring skills, with a proven track record of managing and developing teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple projects simultaneously.
• Strong problem-solving skills and a customer-centric approach.
• Flexibility to adapt to changing priorities and a dynamic work environment.
• A passion for helping others and a commitment to delivering exceptional customer service.