Customer Support Manager

Manage end-to-end collection operations, including data coordination, workload distribution, and real-time tracking of settlement cases. Oversee legal notice operations, ensuring timely dispatch of digital and physical notices and escalating unresolved cases to the legal team. Handle client escalations, key account management, and customer relations, ensuring smooth resolution of complex cases and maintaining strong stakeholder relationships. Liaise with clients, banks, and internal teams for seamless coordination of settlement cases, payment files, failed payments, and escalations. Engage with borrowers via WhatsApp, email, calls, and online meetings to discuss settlements, verify outstanding dues, and assess eligibility based on bank policies. Negotiate settlements within approved guidelines, ensuring borrowers understand legal consequences and secure their written confirmation before forwarding cases to the bank. Coordinate with banks to process settlements, obtain official letters, and ensure payments are made within the agreed timeline. Follow up rigorously to confirm payments, track receipts with banks, and ensure proper loan closure, including issuing No Dues Certificates (NDCs). Maintain accurate records of borrower interactions, agreements, and payments, ensuring compliance with regulatory and company policies. Respond to borrower inquiries and settlement-related questions instantly and within 24 hours, ensuring that chats do not expire. Maintain clear and persuasive communication with the primary objective of convincing borrowers to make due payments. Record dispositions based on each interaction to ensure consistent and accurate tracking. Generate and analyze reports to track collection performance, settlement trends, and agent efficiency, providing insights for process improvements. Supervise agents, manage workloads, monitor performance, conduct audits, and provide feedback to enhance communication and collection efficiency. Manage telecom service panels and tech coordination to optimize digital collection processes and ensure seamless operations. Ensure strict compliance with legal and regulatory guidelines in all borrower communications and collection activities.