Experience: 4–8 years

Job Description

• Investigate complaints related to agency operations, identify root causes, and provide appropriate resolutions within defined timelines.
• Maintain and update a comprehensive complaint tracker to monitor and analyze trends in complaints.
• Develop and implement strategies to reduce the occurrence of similar complaints by addressing systemic issues and enhancing processes.
• Co-ordinate effectively with customer service and collection teams to ensure seamless resolution of escalations.
• Conduct regular training sessions for agency teams on operational processes, compliance standards, and the Code of Conduct (COC) to maintain service quality and regulatory adherence.

Required Experience:

• Proven experience in complaint handling and agency management, preferably in Banking, NBFC, or Fintech sectors.
• Strong investigative and problem-solving skills, with a focus on process improvement.
• Excellent organizational skills for maintaining detailed records and trackers.
• Ability to train and mentor teams on compliance and operational excellence.
• Strong communication and coordination skills to collaborate with cross-functional teams.
• In-depth knowledge of collection processes, regulatory requirements, and customer service