Job Description
Role Accountability
1. Ensure daily productivity metrics for customer complaint resolution within TAT & accuracy as per targets defined.
- Handle customer queries and escalations.
- Analyze and report repeat complaints and liaise with teams for resolution
- Maintain process dashboards for business reporting purposes
- Follow-up with other departments for effective issue resolution & stakeholder management
- Identify ways of improving current processes to enhance customer experience
- Report process metrics to the business and internal stakeholders
- Manage critical processing of critical queries and complaints on mainframe softwares
- Resolve critical CCRP complaints and reporting data to stakeholders
- Perform process documentation and compliance adherence
Measures of Success(Define the Outcomes expected of the role)
- Customer Complaints Resolution (Accuracy & TAT)
- Accuracy %
- FTE/NFTE productivity
- No adverse observations in internal/external audits
- Voice of Customer
- Process adherence as per MOU
Technical
- Knowledge of Origination process/tools
- Understanding of credit policy framework
Competencies critical for role with High Proficiency
Analytical Ability
Detail Orientation
Process Orientation
Key Internal Stakeholder(s)
Sales , Credit, IT, Customer Service, FRM
Must have Qualification
Graduate in any discipline
Over All Experience In Role
2-4 year of post qualifiation experience
Relevant Experience With Respect To The Role
1-2 years of experience in CS or banking operations
Preferred Industry(If Any)
Banks,BPO
