Assistant Manager-Customer service(credit card)-Banking

Hiring for Assistant manager-Customer service

Role Purpose

1. Managing Face to Face Interactions (Walk-in Desk)
2. Handling complaint received from sales, collections and location stakeholders
3. Stakeholder management

Role Accountability

1. Redressal of customer complaints / escalations received through RBI and walk-in desks.
2. Responsible for providing best possible solution to end customer.
3. Identify root causes for escalations, suggest process improvements.
4. Highlight to all stake holders on escalations received.
5. Handle walk-in customers and RBI complaints, complete RCA with quality resolution
6. Ensure Wing-to-Wing Resolutions of cases received with utmost accuracy and delivering best in class service.
7. Final Resolution to be communicated to Customer and related stake holders.
8. Conduct Service camps at SBI branches manned/unmanned in and around locations
9. Maintain reports / mis / dashboards for the activities handled to monitor performance and progress
10. To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.
11. Ensure completion of cases within timelines and within quality standards.
12. Handling good relationship with RBI and local SBI offices and reconciliation of complaints / queries is very critical.
13. Revenue generation through Upsell, Retention, Collection and New acquisition
14. Ensure FCR>95% , reduction in repeat

Measures of Success

1. No External/ Internal Escalation
2. Defined TAT on BO, Walk-in Escalation to be met
3. Positive VOC and feedback from customers and BO
4. 100% Productivity
5. 95% quality target to be met
6. FCR target to be met
7. Retention target to be met

Technical Skills / Experience / Certifications

MS Outlook (MS Excel, Powerpoint)

Competencies critical to the role

1. Excellent team/ people management skills.
2. Excellent, professional phone and communication skills interpersonal, verbal, and written with the goal of influencing outcomes.
3. Must be able to build positive, productive relationships with customers and team members.
4. Good networking skills.
5. Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.
6. Strong organization, time management, and multi-tasking skills.
7. Self-starter with ability to work independently with minimal supervision.
8. Proficient in use of Microsoft Office including Outlook, Excel, and Word

Qualification

1. Graduate / Post Graduate from a reputed institute with 3-5 years of experience in credit card industry.
2. Proficient in use of Microsoft Office including Outlook, Excel, and Word

Preferred Industry

Customer Services - Credit Card

Only banking/Insurance candidates can apply in customer service