Customer Assistance Manager-Housing Finance-Hardship Assistance Unit

As the Customer Assistance Manager in the HOUSING FINANCE-Hardship Assistance Unit at Kotak Mahindra Bank Ltd, you will play a crucial role in guiding and supporting customers who are experiencing financial difficulties. Your primary focus will be on understanding their unique situations and providing tailored solutions to help them navigate through their hardships. This role requires a high level of empathy, strong communication skills, and the ability to make sound decisions while maintaining a customer-centric approach.

• Lead and manage a team of customer assistance officers, providing guidance and support.
• Review and assess customer hardship applications, ensuring a fair and timely process.
• Develop and implement strategies to assist customers in managing their financial hardships effectively.
• Collaborate with other departments to ensure a holistic approach to customer assistance.
• Maintain accurate records and documentation of all customer interactions and hardship cases.
• Stay updated on industry trends and best practices in customer assistance and hardship management.
• Provide regular reports and updates to senior management on the unit's performance and customer satisfaction levels.
• Ensure compliance with all relevant regulations and policies regarding customer assistance and hardship relief.
• Build and maintain strong relationships with customers, offering a personalized and empathetic approach.

• 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 management skills, with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Strong problem-solving abilities and a results-driven approach.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• A deep understanding of financial products and services, especially in the housing finance sector.
• Emotional intelligence and the ability to handle sensitive customer situations with empathy.
• Willingness to stay updated on industry trends and best practices in customer assistance.