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Job Location | Pune |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | Banking / Financial Services |
Functional Area | Operations Management / Process Analysis |
EmploymentType | Full-time |
* Duties and Responsibilities - Duties and Responsibilities: Daily SLA Delivery as per defined matrix for escalation queues Close watch on arresting cases flowing in ageing and follow up with departments for closure End to end resolution on customer complaints with 100% close-looping Optimize Productivity and improve Quality Timely responses with resolution to Social Media and RBI and Senior Management complaints Audits to improve processes and reduce Complaints Escalation analysis and improvements look at process re-engineering points to improve any gaps in processes Capture customer VOC in case of any escalation or complaint and highlight to relevant stakeholders for improvement CSAT / NPS Target achievement and delivery of actions to improve service Monitor and audit cases on a daily basis to ensure quality and eliminate any chances of financial loss/fraud Good with excel and managing internal MIS for monitoring and tracking , * Required Qualifications and Experience: Should have 5 + years of experience in managing Experience and Service Prior experience in handling service processes and understanding customer needs Should be passionate about Customer Experience and close eye to detail Should be a graduate preferably Should have collaborative work style to engage with peers & colleagues across the company. Should have excellent communication skills along with strong presentation and data analytics skills. Self-motivated and a self-starter Should have good hands on experience working on MS office and Excel Should have good knowledge of internal facing systems like Finnone, Pennant, CRM and Customer eye
Keyskills :
bankingfinancefilingmisms officesocial mediadata analyticssenior managementservice processestarget achievementcollaborative workcustomer complaintscustomer experiencenbfc