Job Description:

Responsible for managing portfolios of identified eligible Preferred & Imperia customers, responsibilities detailed below,

1. To provide Consistent & Superior Digital Experience to our customers thru 24x7 Video Banking and toll free no.

2. Objective is to enhance customer relationship by providing face to face interaction facility to the customer through video call & voice calls with toll free no and thru while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs and at the same time keep a "window' to talk to the bank for whenever customer needs.

3. Improve profitability by right product placement, leveraging technology to deploy a low cost digital mediums & scalable self-service model of affluent banking which is also in line with changing customer preferences in banking.

Key Responsibilities:

1. Customer Service :

Call handling as per defined standards.

100% accurate resolution on Calls received at the Call Center.

Accurate logging and resolution of complaints

2. Best in Class Customer call Experience :

High quality of Product/process knowledge to handle customer calls

Sensitive objection handling, especially with irate customers

Judicious use of designated CAD

Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.

In case of customer issues, highlight and ensure adequate service recovery measures are initiated

Attrition control of customers

3. Schedule Adherence & Service Productivity standards:

Consistently meet the service productivity standards.

Ensure adherence to schedule and login times as applicable.

4. Process Compliance :

Ensure adherence to process and audit requirements.

Ensure accurate and timely submission of financial transactions.& requests

Adherence to set processes of updating customer interactions in the system

5. Call Quality :

To achieve Quality benchmarks defined from time to time.

Exceptional / Very Good rating in Service Quality audit/checks.

First Call Resolution 90%( for non-complaint calls

6. MIS Reporting:

To ensure accurate and timely reporting of MIS as circulated

Contact No: 8347144424

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