CB Escalated Management

Alp Consulting Ltd.

2 - 4 years

3 - 7 Lacs

hyderabad

Posted:18 hours ago| Platform:

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Skills Required

claims process improvement commercial banking talent development customer support customer service subject matter expertise management financial services complaint management

Work Mode

Work from Office

Job Type

Full Time

Job Description

In this role, you will:

Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support escalations business goals and objectives.
Engage internal partners associated with the Escalations functional area. Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
Make decisions and resolve issues regarding internal and external client complaints. Interact directly with internal and external customers to resolve their inquiries and complaints
Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
Research, respond to, and resolve escalated inquiries
Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
Prioritize work and provide daily work leadership and mentorship to the support team
Lead or contribute to client issue resolutions that require coordination amongst various teams
Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
Consult project owners in case of high profile escalated case
Manage allocation of people and financial resources for aligned functional area or business group
Mentor and guide talent development of direct reports and assist in hiring talent.
Required Qualifications
6+ years of Customer or Disputes, Claims, or Fraud Resolution experience in the Financial Services industry, or equivalent demonstrated through one or a combination of : work experience, training, military experience, education
2+ years of leadership experience
Desired Qualifications:
Experience researching/responding to complaints in compliance with the Complaint Management Policy.
Experience with Commercial Banking
Ability to research and interpret process changes and communicate the impact they will have on the process the team uses.
Experience managing a pipeline and metrics for self and or others.
Experience providing guidance/leadership/mentorship to team members.
Ability to act as SME for the Commercial Banking complaint program requirements.
Excellent verbal, written and interpersonal communication skills.
Experience in building collaborative relationships
Ability to pull and manipulate reporting using tools such as Excel, including pivot tables, and Tableau
Hours of Operation

8:00 AM to 5:00 PM Eastern Time( 5:30 PM to 2:30 AM IST)

Job Expectations:

Position will report to one of the posted locations per Enterprise/LOB guidance currently 4 days in office weekly
Preferred locations are listed in posting and no other locations are being considered at this time.

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