Customer Service Manager

IIFL Home Finance; Dehradun, Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

IIFL Home Finance is seeking a Customer Service Manager to oversee branch-level customer service operations and ensure an exceptional customer experience. The role involves resolving customer queries, guiding loan processes, and coordinating with key internal teams to maintain service excellence.

Responsibilities include managing day-to-day servicing, ensuring timely processing of service requests, and maintaining accurate records as per company guidelines.

Qualifications

• Experience in delivering customer service at a branch level.
• Ability to manage customer relationships and drive retention.
• Strong communication and problem-solving skills.

Responsibilities

• Resolve customer queries, requests, and complaints promptly.
• Maintain high service standards across branch interactions.
• Guide customers on loan processes, documentation, repayments, and service requests.
• Coordinate with Operations, Credit, Sales, Legal, and Collections for issue resolution.

Skills

Customer service

Relationship management

Query resolution

Cross-functional coordination

Loan servicing knowledge

Job description

Role Purpose

The Customer Service Manager is responsible for ensuring seamless customer service operations at the branch level, delivering an exceptional customer experience, resolving customer queries, supporting loan servicing activities, and coordinating with cross-functional teams to maintain operational excellence.

Key Responsibilities

1. Customer Service & Relationship Management

• Provide prompt and effective resolution of customer queries, requests, and complaints.
• Ensure high service standards and customer satisfaction across all branch interactions.
• Guide customers on loan-related processes, documentation, repayments, and service requests.
• Build and maintain strong customer relationships to enhance customer retention and engagement.

2. Branch Operations Support

• Manage day-to-day customer servicing activities within the branch.
• Ensure timely processing of customer requests and service transactions.
• Maintain accurate records and documentation as per company guidelines.
• Coordinate with Operations, Credit, Sales, Legal, and Collections teams for issue resolution.