Customer Assistance Manager-Personal Loan Hardship Assistance Unit
Kotak Mahindra Bank
5 - 10 years
Vadodara
Posted: 02/03/2026
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Job Description
- Lead and mentor a team of customer assistance officers, fostering a supportive and collaborative work environment.
- Develop and implement strategies to enhance the unit's efficiency and effectiveness in handling customer hardship cases.
- Ensure timely and accurate processing of all hardship assistance applications, maintaining a high level of customer satisfaction.
- Collaborate with other departments, such as credit and collections, to develop comprehensive solutions for customers in financial distress.
- Stay updated on industry trends and best practices in customer assistance and financial hardship management.
- Conduct regular performance reviews and provide constructive feedback to team members, promoting continuous improvement.
- Handle complex customer inquiries and complaints, offering creative and empathetic solutions.
- Maintain accurate records and documentation of all customer interactions and hardship assistance cases.
- Ensure compliance with all relevant regulations and bank policies regarding customer assistance and loan modifications.
About Company
Kotak Mahindra Bank is one of India's leading private sector banks, offering a wide range of financial services including personal banking, corporate banking, investment banking, insurance, and asset management. Established in 1985 and headquartered in Mumbai, it is known for its innovative banking solutions, customer-centric approach, and strong focus on digital transformation. The bank caters to diverse customer segments, from individuals to large corporations, emphasizing trust, transparency, and growth.
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