Customer Service Manager, Mumbai
Abacus Consultants · Mumbai · onsite · Posted 41d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
JD : Key Responsibilities
- Manage and resolve complaints received through RBI CMS, CPGRAMS, Senior Management, and customer grievance channels.
- Draft high-quality responses for regulatory and customer escalations and obtain necessary approvals before submission.
- Ensure timely and accurate closure of complaints within prescribed regulatory and internal TATs.
- Conduct detailed investigations, identify root causes, and prepare comprehensive Root Cause Analysis reports.
- Coordinate with Operations, Collections, Credit, Legal, Risk, Sales, and other stakeholders for effective resolution of complaints.
- Monitor complaint trends, identify recurring issues, and recommend corrective and preventive actions.
- Ensure compliance with RBI Master Directions, Fair Practices Code, and grievance redressal guidelines.
- Maintain proper documentation and records for audits, inspections, and regulatory reviews.
- Drive process improvement initiatives to enhance customer experience and reduce complaint volumes.
- Strong knowledge of CMS, CPGRAMS, RBI Master Directions, Fair Practices Code, and grievance redressal frameworks.
- Excellent written and verbal communication skills with strong drafting capabilities.
- Proven experience in preparing regulatory responses, RCA reports, and management updates.
- Strong stakeholder management and cross-functional coordination skills.
- Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously.
- Sound analytical, problem-solving, and decision-making skills with keen attention to detail.
- Proficiency in MS Excel, PowerPoint, and MIS reporting.
- Prior experience in an NBFC, preferably in the Retail Assets segment, will be an added advantage.
Sourced from foundit
Skills
CPGRAMSgrievance redressal frameworksCMSPowerpointRBI Master DirectionsMIS ReportingFair Practices Codeexcel
About Abacus Consultants
Abacus Consultants
Recruitment
60
employees
2004
22 years old
Jaipur, Rajasthan
headquarters
₹2.8L PA avg
Avg at Abacus Consultants
About
Abacus Consultants, established in July 2004, is a premier staffing and recruiting firm working as primary recruiter for companies like HDFC, ICICI, PNB, TCS, Rapyder, Payu, SBI Life Insurance etc.
Industries
RecruitmentNBFCIT Services & Consulting
Employee ratings
10 reviews
2.9/ 5
Culture
3.7
Career growth
3.8
Work-life
4.2
Employees rate it well for
Work-Life Balance36Skill Development32
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