Manager - Customer Service (NBFC)

Job Description Customer Service Manager
Experience: 10 Years
Industry: Banking / NBFC
Job Summary
We are looking for an experienced Customer Service Manager with strong knowledge of loan operations and loan processing. The role involves managing customer service operations, resolving customer queries within defined TATs, coordinating with internal teams, handling escalations, and ensuring a seamless post-disbursement customer experience.
Key Responsibilities

• Resolve customer queries received via email and phone within defined TAT.
• Maintain customer query, complaint, and resolution trackers with accurate records.
• Coordinate with Credit, Operations, Legal, Finance, Collections, and other departments for timely issue resolution.
• Handle customer and regulatory escalations received through Customer Service, RBI, and Credit Information Companies (CICs).
• Send periodic reminders to borrowers for submission of required documents such as monthly/quarterly stock statements, book debt statements, TDS certificates, annual audited financial statements, and other compliance documents.
• Send welcome emails and onboarding communication to newly onboarded borrowers.
• Ensure compliance with internal policies, regulatory guidelines, and service standards.
• Prepare MIS reports on customer queries, complaints, TAT, and pending cases.

Required Skills

• Strong knowledge of loan processing and loan operations.
• Excellent written and verbal communication.
• Customer complaint and escalation management.
• Cross-functional coordination and stakeholder management.
• Good working knowledge of MS Excel, Outlook, and CRM/LMS systems.
• Strong organizational and problem-solving skills.

Qualification

• Bachelor's degree in Commerce, Finance, Business Administration, or a related field.
• MBA/PGDM is preferred.

Experience

• 7-10 years of experience in Customer Service, Loan Operations, or Customer Support in a Bank or NBFC.
• Experience in handling post-disbursement servicing, customer communications, and regulatory/customer escalations is preferred.