Customer Complaint Resolution & MIS - DSMG - Collections - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M1-M3)
Tata Capital · Maharashtra
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
- Strong 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 complaints.
- Accuracy & timeliness of MIS reporting.
- Effectiveness of MIS-driven insights in improving collection efficiency.
- Compliance with audit and regulatory requirements.