Key Responsibilities

Customer Complaint Resolution

• Act as the primary point of contact for customer complaints related to collections.

• Ensure all complaints are acknowledged, investigated, and resolved within defined TATs (Turnaround Times).

• Maintain end-to-end documentation of complaints, resolutions, and escalations.

• Coordinate with zonal/branch teams, legal, and operations to resolve customer issues.

• Ensure adherence to company grievance redressal policies and RBI regulatory requirements.

• Identify recurring complaint patterns and recommend process/policy improvements.

• Prepare periodic complaint dashboards and share insights with management.

MIS & Support Function

• Oversee the collections MIS, ensuring accuracy, timeliness, and standardization of reports.

• Support the collections team with data analysis, dashboards, and performance tracking.

• Maintain records on collection efficiency, bucket movement, DVR feedback, legal activities, and agency performance.

• Develop automated MIS solutions (using Excel, Power BI, SQL, etc.)



to improve efficiency and reduce manual effort.

• Provide analytical inputs for management reviews, audits, and compliance reporting.

• Act as a support function for collections, bridging data insights with operational strategy.

Key Skills & Competencies

• Solid knowledge of customer grievance redressal processes, preferably within BFSI/NBFC sector.

• Sound understanding of collections operations, legal recovery process, and regulatory compliance.

• Analytical and problem-solving skills with ability to interpret data into actionable insights.

• Proficiency in MS Excel, PowerPoint, and MIS/reporting tools (Power BI, SQL preferred).

• Excellent communication and interpersonal skills for managing escalations and stakeholder coordination.

• High attention to detail, integrity, and customer-centric approach.

Key Performance Indicators (KPIs)

• % of complaints resolved within TAT.

• Reduction in repeat compl

📌 Customer Complaint Resolution (Thane)
🏢 Tata Capital
📍 Thane