Job Summary

Key Responsibilities
Design and implement customer service strategies, SOPs, and quality frameworks aligned with organizational goals and RBI/NBFC compliance requirements.
Monitor key service metrics such as TAT, First Call Resolution (FCR), CSAT, NPS, abandonment rate, and escalation closure timelines; drive continuous improvement.
Own the escalation matrix — personally manage and resolve high-priority or sensitive customer complaints, including those related to loan disbursement, repayment, or collections disputes.
Collaborate closely with Collections, Sales, Operations, IT, and Compliance teams to resolve systemic customer issues and improve the overall borrower journey.
Set up and manage grievance redressal mechanisms in line with RBI's Fair Practices Code and NBFC customer protection guidelines.
Recruit, train, and develop the customer care team; build capability through structured onboarding, coaching, and performance management.
Drive adoption of technology (CRM, IVR, chatbots, ticketing tools)



to improve service efficiency and customer self-service options.
Prepare and present regular MIS reports, dashboards, and root-cause analyses on customer feedback and complaint trends to senior leadership.
Ensure timely and accurate handling of customer data with strict adherence to data privacy and confidentiality norms.
Manage vendor/outsourced call centre partners (if applicable), ensuring SLA adherence and service quality.
Contribute to product and process improvement by channelling voice-of-customer insights to relevant internal teams.

Required Qualifications & Experience
Graduate/Postgraduate in any discipline; MBA preferred.
4 years of experience in customer service/customer care, with at least 2 years in a leadership or managerial role.
Prior experience in an NBFC, bank, fintech, or financial services organization is strongly preferred; personal loans domain experience is a plus.
Robust understanding of RBI regulation

📌 Customer Care Head Pitam Pura (India)
🏢 Kasar credit and capital private
📍 India