- Fantastic work culture

- A role that offers a breadth of learning opportunities

- Attractive Salary & Benefits

We are hiring Assistant Manager for a leading and reputed bank.

The Job :

Role & Responsibilities:

- Managing Bank Card Face to Face Interactions (Walk-in Desk)

- Handling complaints received from sales, collections, and location stakeholders

- Branch stakeholder management.

- Redressal of customer complaints/escalations received through walk-in desks.

- Responsible for providing best possible solution to end customers.

- Identify root causes for escalations, suggest process improvements.

- Highlight to all stakeholders on escalations received.

- Handle walk-in customers and RBI complaints, complete RCA with quality resolution

- Ensure Wing-to-Wing Resolutions of cases are received with utmost accuracy and delivering best in class service.

- Final Resolution to be communicated to Customer and related stakeholders.

- Conduct Service camps at branches manned/unmanned in and around locations

- Maintain reports / MIS / dashboards for the activities handled to monitor performance and progress

- To be sensitive towards complaints and the stricter timelines, should coordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.

- Ensure completion of cases within timelines and within quality standards.

- Handling good relationships with RBI and local offices and reconciliation of complaints/queries is very critical.

- Revenue generation through Upsell, Retention, Collection support

- First contact resolution

Ideal Candidate :

Key competencies :

- Excellent team/ people management skills.

- Excellent, professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes.

- Must be able to build positive, productive relationships with customers and team members.

- Good networking skills.

- Excellent listening, troubleshooting, problem-solving and analytical skills with the ability to resolve conflict effectively.

- Strong organization, time management, and multi-tasking skills.

- Self-starter with the ability to work independently with minimal supervision.

- Proficient in the use of Microsoft Office including Outlook, Excel, and Word

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.