Job Description

General Job Responsibility Managing Complaints from NHB & Phone calls Scrutinizing the complaints and provide RCA Maintenance of TAT, Compliance, policies and procedures. Principal Accountabilities Use of ERP systems and applications of HHFL Analyzing customer complaints and providing RCA Identify process gaps and provide process suggestions Interpretation of complaints and deliver service quality to customers Ensure TAT is met for complaints and NHB response Co-ordinate with internal teams and ensure resolution is provided E2E Interpersonal skills Responsible for Phone Bankers inbound calls tracking and monitoring. Customer Correspondence knowledge either through Email / Letters in principle with the operational / customer service background. Educational Qualification Graduates / Post Graduates Any Stream of Education Experience 7-10 yrs experience in operations / customers service . Preference will be given to Banking & NBFC industry candidates Specific Skills A High Level of Professionalism. A Passion for Building and Growing Relationships Ability to Gather Feedback and Provide Innovative Insight Leadership & People management- Influencing people, Team work, Employee development, openness and transparency. Good knowledge of administration. Total Quality Management & Process Improvement. Interpersonal Relations- Team work, Effective communication, Positive & Empathetic attitude, Presentability Personal Effectiveness- Excellent written and oral communication, Positive and Empathetic Outlook, Initiative and Commitment Work Ethics- Ensuring Process and Protocols are maintained, Focus on Learning and continuous improvement, Achievement Orientation.