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CRU-Assistant Manager

3.00 to 8.00 Years   Noida,Delhi, Gurugram   14 Nov, 2024
LAZZARO HR SOLUTIONS PRIVATE LIMITED
Job LocationNoida,Delhi, Gurugram
EducationNot Mentioned
SalaryRs 3.5 - 7 Lakh/Yr
IndustryIT Services & Consulting
Functional AreaInvestment Banking / M&A
EmploymentTypeFull-time

Job Description

    To safeguard the interest of our esteemed customers and provide strong && robust support to our policyholders, theuser will lead on the management of complaints and resolution of complex customer issues for servicesThe key purpose of the role is to provide an excellent service to customers who have complaints orcomplex/escalated issues primarily through ensuring that concerns are fully understood and addressedcomprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues.The Job holder will be Responsible for :Managing the customer queries, complaints, and resolution of their issues.Engaging with field teams and internal sales hierarchy for the resolution of key issuesEngaging with the Bank relationship manager and central team for various customer issuesDoing the RCA for various customer queries, complaints, and interactions with customers. Working on reduction of customer queries and complaints.Working with internal departments to reduce TATs for various transactionsTo support the regular identification and sharing of lessons learned from complaints, Members Enquiries, andcomplex/ escalated issues which can be used for service improvementIII. Role ContextManaging Customer complaints ; Servicing delays like payouts, premium allocation, annuity payouts,policy pack issues, SI related issues etc Regular Connect with field team, bank and senior management Seamless handling of system enhancements and process improvement initiatives. Pocessreengineering and improvement initiativesIV.Management && Leadership of Regulatory, Compliance && Operational RiskV. Report any operational risk or operational risk loss to the line manager immediately (who is required totimely report to Operational Risk Coordinator) if the jobholder becomes aware of emerging orinadequately controlled operational risk or identify an operational risk loss.

Keyskills :
timecustomer satisfactioncsathandlingcustomer retentionnet promoter score

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