Job Category: Consumer Bank

Degree Level: Bachelor's Degree

Job Description:

Responsible for managing and resolving customer complaints related to collections by conducting detailed investigations, validating call interactions, and ensuring fair outcomes that balance customer satisfaction with bank policies.

Responsibilities:

Key Responsibilities:
Handle end-to-end investigation of collections-related customer complaints.
Review and validate call recordings and agent interactions for compliance and service quality.
Analyse cases to determine the authenticity of customer claims and identify gaps in process or conduct.
Collaborate with internal teams (collections, compliance, customer service, nodal, BO desk) for fact-finding and resolution.
Provide explicit,



well-documented feedback on findings and recommend corrective actions.
Deliver customer-centric solutions that are aligned with regulatory requirements and bank interests.
Identify trends in complaints and suggest process improvements to reduce recurrence.

Key Skills & Requirements:
Robust analytical and problem-solving skills.
Valuable understanding of collections processes, policies, and customer handling.
Ability to interpret call quality, compliance standards, and customer interactions.
Excellent communication and documentation skills.
High attention to detail with a balanced, fair judgment approach.

Qualifications:

Bachelor Degree

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