Expert – Customer Service – Financial Services (2-8 yrs)

Job Purpose:

– To handle and resolve all unstructured and complex customer complaints in an effective and timely manner

– To maintain courteous, proactive and resolution oriented relationship with all interacting units / departments of the bank in order to ensure complete resolution of customer complaints.

Key Result Areas:

– To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs

– To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points – branches, MOL, emails, mails, phone banking and various channels

– Resolve/escalate all customer complaints assigned within agreed TAT

– Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.

– Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.

– Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.

– Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

– Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product

– Contribute towards team building and create positive energy to boost team’s productivity.


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