Key Responsibilities

Complaint Management & Resolution

- Handle day-to-day collection-related customer complaints, regulatory escalations, and service requests received through various channels.
- Review customer interactions, VOC recordings, complaint narratives, and supporting documents to identify root causes.
- Assess allegations of collection misconduct, service deficiencies, third-party contact issues, harassment complaints, and process deviations.
- Ensure fair, accurate, and customer-centric resolution of complaints in line with regulatory and organizational guidelines.
- Maintain high standards of complaint quality, accuracy, and documentation.

Investigation & Feedback Validation

- Analyse customer complaints through detailed review of VOCs, call recordings, visit records, collection notes, and system logs.
- Validate responses and feedback received from collection vendors, agencies, and internal collection teams.
- Conduct fact-based investigations and identify process gaps, operational lapses, or compliance concerns.
- Prepare investigation summaries and recommend corrective actions wherever required.

Stakeholder Management

- Liaise with internal teams including Collections, Operations, Quality, Compliance, Legal, Risk, Customer Service, Digital, and Vendor Management teams for faster resolution.
- Coordinate with external collection agencies and vendors to obtain feedback, evidences, and closure actions.
- Drive accountability among stakeholders to ensure timely and effective complaint resolution.

TAT & Governance Management

- Monitor complaint queues and ensure adherence to defined turnaround times (TATs).
- Track ageing cases and proactively escalate delays to relevant stakeholders.
- Ensure all customer communications and complaint closures comply with internal policies and regulatory requirements.
- Prepare periodic dashboards, MIS reports,



and management updates on complaint trends and resolution effectiveness.

Process Improvement & Customer Experience

- Identify recurring complaint themes, emerging risks, and process gaps through complaint trend analysis.
- Recommend and implement corrective and preventive actions to improve customer experience.
- Develop innovative and out-of-the-box solutions to reduce collection complaints and enhance operational efficiency.
- Work closely with stakeholders on automation, digitization, self-service initiatives, and process simplification projects.

Governance & Compliance

- Ensure compliance with RBI guidelines, internal policies, customer protection principles, and fair collection practices.
- Support audits, compliance reviews, and management governance forums by providing necessary data and insights.
- Participate in policy reviews and process enhancement initiatives related to collections and customer grievance management.

Desired Candidate Profile

Educational Qualification

- Graduate in any discipline.
- Post-Graduation/MBA preferred.

Experience

- Minimum 5 years of experience in:

- Collection Complaints Management

- Customer Grievance Redressal

- Collections Operations

- Banking Operations

- Consumer Banking
- Quality or Compliance functions within Banking

Required Skills

- Solid analytical and problem-solving abilities.
- Experience in customer complaint investigation and root cause analysis.
- Ability to analyse VOCs, call recordings, customer interactions, and vendor feedback.
- Excellent stakeholder management and interpersonal skills.
- Strong written and verbal communication skills.
- Ability to work under pressure and manage multiple priorities.
- Good understanding of collection processes, customer service standards, and regulatory requirements.
- Proficiency in MS Excel, PowerPoint, and MIS reporting.

📌 Deputy Manager / Manager/ (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai