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 transparent, 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.