Deputy Manager - Customer Experience

About Credit Saison India
A Neo-Lending Conglomerate here to enable India's credit growth story, Credit Saison India, emboldened by our Global MNC parent, is here to accelerate India's credit growth story: by building a Technology-Led Neo-Lending Conglomerate. Across our verticals, we offer bespoke solutions to meet the various credit needs of Individuals, SMEs, FinTech’s, and NBFCs. Credit Saison India (“CS India”), having been founded in 2018, operates under the registered name Kisetsu Saison Finance India Private Limited as an MNC subsidiary of its parent company – Credit Saison Co. Ltd in Japan. Across our various business verticals like Wholesale Financing, Co-origination Financing, Consumer Financing, and SME Financing we look towards reaching resilient Assets Under Management (“AUM”)
of US1bn in record time. More about us on https://www.creditsaison.in
Job Responsibilities:

• Handling E2E Escalations for all Line of Businesses.
• Providing accurate and satisfactory resolutions to customers /applicants and winning

them back.

• Handle Escalations received from SMT, Regulator and other authorities and resolve

them with utmost accuracy and speed.

• Maintain detailed MIS on the cases received, TATs, Errors, and issues.
• Present detailed comparison and reports to the SMT on Complaints received and

managed.

• Prepare detailed RCA for escalated complaints and share feedback with relevant

partners, work on corrective actions and present reports/results to senior management

• Intervene and get high ageing escalations resolved and communicated.
• Identifying process gaps and suggesting / implementing process improvements
• Participate in regulatory audits and provide evidence as required.
• Training contact centre and other touchpoints for process improvement and ensuring

lesser complaints

• Work on NPS data and feedback management.
• Maintain high quality scores and standards while responding to customers and other

stake holders.
Professional Qualifications:

• 7-10 years of experience in NBFCs, Banks handling Escalations for all products.

• Knowledge of E2E loan life cycle from Onboarding to Loan servicing
• Knowledge of Complaints / Escalations management for NBFCs
• Experience in managing volumes as per business growth and customer base
• Proficient with MIS and reporting
• Great analytical, reasoning abilities, communication, and presentation skill
• required to excel in the job
• Team Player and flexible with work and responsibilities
• Positive attitude and go getter

Educational Qualifications:

• Full time Graduate/ Part time Postgraduate from recognized University.