Customer Experience Manager | Cars24

Role & responsibilities :

• Customer Escalation Management: Handle high-priority and complex customer complaints related to loan disbursement, repayments, foreclosure, loan closure, credit bureau reporting, collections, charges, and other lending-related issues.
• Grievance Redressal: Ensure customer grievances are resolved within defined TATs in line with company policies and applicable RBI guidelines.
• Stakeholder Coordination: Work closely with Collections, Credit, Operations, Finance, Legal, Technology, and Customer Experience teams to investigate and resolve escalations.
• Regulatory Compliance: Ensure compliance with applicable RBI guidelines, Fair Practices Code, and the NBFC's grievance redressal policy.
• Nodal Escalations: Manage complaints escalated through senior management, the Grievance Redressal Officer, Principal Nodal Officer, and relevant external grievance channels, as applicable.
• Root Cause Analysis: Identify recurring customer issues, conduct root cause analysis, and implement corrective and preventive actions to reduce repeat complaints.
• Customer Communication: Maintain clear, empathetic, and professional communication with customers throughout the resolution process.
• MIS and Reporting: Prepare daily, weekly, and monthly reports on complaint volumes, TAT, pending escalations, resolution rates, and recurring issues.
• Process Improvement: Recommend improvements in customer service processes, policies, and systems to enhance customer experience and operational efficiency.
• Team Management: Guide and mentor the escalation team, monitor performance, and ensure adherence to quality standards and resolution timelines.

Preferred candidate profile :

• Bachelor's degree in Business Administration, Finance, or a related field.
• 6-10 years of experience in customer service, grievance redressal, or escalation management within an NBFC, bank, or lending organization.
• Strong understanding of lending operations, including loan servicing, repayments, foreclosure, collections, and credit bureau disputes.
• Knowledge of RBI's applicable customer grievance redressal requirements and Fair Practices Code.
• Excellent communication, problem-solving, stakeholder management, and analytical skills.
• Experience in handling senior-level and sensitive customer escalations.
• Proficiency in Excel, MIS reporting, and CRM or ticketing systems.
• Experience in digital lending, consumer finance, vehicle loans, or other retail lending products.
• Exposure to complaints received through RBI's Complaint Management System, the RBI Integrated Ombudsman Scheme, or other formal grievance channels.
• Experience in managing escalation teams and implementing process improvements.