Collection Strategist Manager

Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies).

Job Description: Escalation and Compliance Team Member

Experience: Minimum 2 years in handling customer escalations, grievances, or compliance-related roles, preferably in the financial services or fintech sector
Education: Graduate in any discipline (Law or Commerce background preferred)
Certification: Knowledge of regulatory guidelines (RBI, NBFC) and DRA certification is an added advantage

Key Responsibilities:
Escalation Management:
1. Customer Grievance Handling:
Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies).
Ensure timely resolution of Level 1 and Level 2 escalations, adhering to defined TAT (Turnaround Time).
Maintain a customer-first approach while resolving escalations to protect the companys reputation.
2. Communication and Collaboration:
Coordinate with internal departments (collections, legal, operations) to address customer issues effectively.
Provide detailed responses to customers, explaining resolutions and any further actions needed.
3. Root Cause Analysis:
Conduct root cause analysis for recurring grievances and suggest corrective measures.
Prepare reports highlighting trends in customer complaints and recommend process improvements.

Compliance Management:
1. Regulatory Adherence:
Ensure all customer communication complies with regulatory guidelines (e.g., RBI).
Assist in audits and ensure proper documentation of escalations and resolutions.
2. Policy and Process Implementation:
Monitor compliance with company policies and procedures during customer interactions.
Assist in developing SOPs for handling escalations and ensuring compliance with legal standards.
3. Documentation and Reporting:
Maintain accurate records of escalations, resolutions, and compliance checks.
Prepare regular compliance reports for management review.

Key Skills and Requirements:
Experience: Minimum 2 years in customer escalation handling or compliance roles, preferably in financial services.
Education: Graduate in any discipline (Law or Commerce background preferred).
Technical Skills:
Proficiency in Excel and CRM systems for reporting and case management.
Knowledge of legal and regulatory frameworks related to debt collection.
Soft Skills:
Strong communication and negotiation skills.
Ability to handle difficult conversations with professionalism and empathy.
Analytical Skills:
Detail-oriented with the ability to identify patterns and trends in grievances.
Critical thinking to suggest improvements in processes.
Work Ethic: Organized, proactive, and focused on timely resolution.