Branch Member Relation Operations

Job Description

Monitor & Manage member queries/concerns/requests & Govern through internal escalation process : a. Interaction Management (Exceed TAT) b. Complains & Retention Process 2. Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets) 3. To maintain the team effectively towards the customer satisfaction (CAPS) 4. Driving Team to generate revenues for the organization by upselling products, referrals and rescue management 5. Responsible to adhere to the standard operating procedures 6. Reduce dormancy and improve eligible base 7. Responsible for ASF collections from dormant members 8. Responsible to achieve CAPS score of + 80 and CES score of + 80 9. Create magical moments for customers at every touch point 10. Reduce incoming complaints 11. Focus of fixing problems through quality tools 12. Responsible for recruitment, training, mentoring and retention