Job Description
Perform Revalidation as part of Centralized Revalidation Team (CVT) for Call center executions.
Along with Monitoring of resolution and system executions
Position ResponsibilitiesJob DescriptionRole Purpose Perform Revalidation as part of Centralized Revalidation Team (CVT) for Call center (SME) complaints
Role AccountabilityEssential Responsibilities
- Ensure daily productivity metrics for CCRP revalidation within TAT
- Accuracy as per targets defined.
- Analysis and reporting of Complaints trends & Resolutions .
- Maintenance of process dashboards for business reporting purposes.
- Pro-actively follow-up with other departments for input files and effective stakeholder management
- Identify ways of improving current processes to enhance customer experience.
- Timely reporting of process metrics to the business and internal stakeholders
- Close-looping and calibration on identified complaints
- Monitoring of Resolution
- Identify process improvement opportunities & helping business to fix the same through detailed RCA & follow correction & corrective approach
Measures of Success(Define the Outcomes expected of the role) Productivity
Accuracy
Timelines adherence
Identify Process gaps & Fix - Count of Raises
Technical Skills / Experience / Certification (If any) MS Office
Expert of Excel & Power-point
Competencies critical for role with High Proficiency Understanding Credit Card processes
Understanding customer lifecycle
Interpretation of Customer complaints & Resolution
Understanding Card One & V+
Key External Stakeholder(s) SBIC Vendors (CS)
Key Internal Stakeholder(s) Functional teams within SBIC must have.
