Head Credit Review & Customer Support

Designation: Head – Credit Review & Customer Support
Industry: NBFC / Fintech / Financial Services
Experience: 8–12 years (with relevant team and function management experience)
Department: Credit Risk / Customer Experience / Operations
Location: Kormangala, Bangalore
Reporting To: COO / Business Head / Senior Management

Job Summary:

We are looking for an experienced and result-oriented professional to lead Credit Review and Customer Support functions for an NBFC. The role will be responsible for monitoring credit quality, reviewing loan portfolios, identifying potential credit risks, managing customer escalations, resolving transaction-related issues, and ensuring compliance with internal policies and applicable regulatory requirements.

The ideal candidate should have experience in banking, NBFC, fintech, or financial services, with a solid understanding of credit review processes, loan servicing, banking transactions, customer grievance management, and operational risk controls.

The candidate will lead cross-functional teams, establish robust review mechanisms, improve operational efficiency, and ensure timely resolution of customer issues while maintaining portfolio quality and service standards.

Key Responsibilities:

1. Credit Review & Portfolio Monitoring:

- Lead credit review activities to assess credit quality, identify risk exposure, and monitor loan portfolio performance.
- Review credit assessments, borrower profiles, repayment history, credit bureau reports, and loan documentation, as applicable to the lending product.
- Monitor DPD buckets, delinquency trends, default rates, NPA movement, and other portfolio risk indicators.
- Identify early warning signals, high-risk accounts, potential fraud indicators, and deviations from approved credit policies.
- Conduct periodic portfolio reviews and recommend corrective actions to mitigate credit losses.
- Develop credit review frameworks, monitoring mechanisms, and reporting dashboards.
- Coordinate with underwriting, risk, collections,



and operations teams to address portfolio-level concerns.

2. Customer Support & Escalation Management:

- Oversee end-to-end customer support operations across calls, emails, tickets, and other service channels.
- Manage critical customer escalations relating to loans, repayments, EMI deductions, account statements, payment failures, refunds, and account discrepancies.
- Establish escalation matrices, resolution timelines, and service standards to ensure timely case closure.
- Handle complex complaints and ensure appropriate investigation, communication, and resolution.
- Monitor customer satisfaction, complaint trends, repeat issues, and service quality.
- Develop processes to improve customer experience and reduce avoidable escalations.

3. Banking & Transaction Support:

- Oversee transaction-related issue resolution, including failed payments, duplicate debits, repayment posting discrepancies, refunds, and reconciliation issues.
- Coordinate with banking partners, payment gateways, finance, and internal operations teams for timely resolution.
- Ensure appropriate tracking and closure of pending transactions and unresolved cases.
- Investigate recurring transaction failures and implement preventive controls.
- Strengthen operational controls to reduce errors, customer impact, and financial exposure.

4. Customer Grievance & Regulatory Compliance:

- Ensure customer complaints are handled within applicable timelines and in accordance with company policies and relevant regulatory requirements.
- Oversee complaint registers, escalation trackers, ageing reports, and management reporting.
- Coordinate with the Grievance Redressal Officer, Compliance, Risk, and other stakeholders, as applicable.




- Support internal audits, compliance reviews, and regulatory inspections.
- Ensure proper documentation, audit trails, and timely escalation of sensitive or high-risk cases.
- Monitor recurring complaints and implement corrective and preventive actions.

5. Leadership & Team Management:

- Lead and manage Credit Review, Customer Support, and Transaction Support teams.
- Define team structures, responsibilities, productivity targets, and performance standards.
- Establish SOPs, quality frameworks, escalation protocols, and review mechanisms.
- Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
- Ensure appropriate staffing, resource allocation, and workforce utilization.
- Build a culture of accountability, customer focus, risk awareness, and continuous improvement.

6. MIS, Analytics & Process Improvement:

- Develop and review dashboards covering portfolio quality, credit risk, complaint resolution, transaction issues, SLA adherence, and team productivity.
- Present periodic performance and risk reports to senior management.
- Analyze root causes of credit deterioration, repeat customer complaints, and transaction failures.
- Identify opportunities for automation, workflow optimization, and process standardization.
- Drive measurable improvements in review accuracy, resolution TAT, customer satisfaction, and operational efficiency.

7. Video KYC (V-CIP) & Customer Onboarding:

- Hands-on experience managing Video KYC (V-CIP), digital customer onboarding, and KYC verification operations in a bank, NBFC, or fintech.
- Knowledge of applicable RBI KYC Master Direction requirements, AML controls, customer identification, and document verification procedures.
- Experience managing Video KYC teams, quality audits, exception handling, and regulatory compliance.
- Exposure to KYC technology platforms, identity verification systems, and digital lending onboarding processes.

Contact Details:

Monalisha Swain (HR)

PH: (phone hidden)

📌 Head Credit Review & Customer Support (Bengaluru)
🏢 Sayyam Investments
📍 Bengaluru