Assistant Manager - Customer Experience - upGrad

Job Description

Job Description: Assistant Manager Collections and Customer Experience

Position Overview:

We are looking for an experienced Assistant Manager Collections to lead our team, ensure timely recovery of overdue payments, and maintain strong customer relationships.

Key Responsibilities:

• Team Leadership and Coaching: Manage and motivate the collections team to achieve targets and deliver exceptional performance, while coaching the team to have engaging interactions with the customer on every call.
• Collections Process: Oversee payment recovery while minimizing customer churn and maintaining professionalism
• CSAT Customer Experience is non-negotiable, Drive customer experience CSAT and NPS score for the team
• Customer Management: Resolve payment issues empathetically and document interactions in the CRM.
• Compliance: Ensure all collections activities align with legal and regulatory standards.
• Collaboration: Work with cross functional stakeholders resolve disputes and escalated cases.
• Process Optimization: Leverage analytics and tools to enhance recovery rates and reduce defaults.

Skills & Qualifications:

• Bachelor's degree in finance or related field.
• 35 years of collections experience, with 12 years in a supervisory role (EdTech/fintech preferred).
• Strong leadership, communication, and negotiation skills.
• Proficiency in CRM and collections tools, Google sheet & Excel is a must
• Analytical mindset and knowledge of industry regulations