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Team MemberGRCQIG

5.00 to 6.00 Years   Mumbai City   01 Feb, 2020
HDFC Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • Job Responsibilities(JR) : Actionable JR 1 - Managing complaints / escalations End to End handling of critical complaints / escalations received as email/ letters from customers.
  • To closely follow-up with the respective units to provide timely and adequate resolution to the escalated complaint.
  • JR 2 - Identifying areas of quality lapses and identifying areas for process improvements To carry out RCA (Root Cause Analysis) with a view to identify Process Improvements and thereby to play a key role in providing regular inputs for process and product improvement to the business units.
  • To ensure quality parameters are met.
  • JR 3 - Customer service To call customers in case of sensitive cases.
  • To thoroughly investigate cases with No/Denial/Negative responses in an effort to convert the same into Yes / Affirmative.
  • JR 4 - Liaising with internal and external stakeholders To liaise with Branches/CPU/DBQ/TBG teams through CRM.
  • To vet each resolution/response given by branches/other units and to ensure correctness and completeness of the same.
Skills
  • Banking Product knowledge
  • Banking Process Knowledge
  • Communication (Written / Verbal)
QualificationsGraduation,

Keyskills :
javasql unit testingcustomer service Weibull AnalysisRCFA FMECAMOC RBIBusiness Service

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