Customer Complaint Resolution & MIS - DSMG - Collections - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M1-M3)

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.