Customer Service Executive

Role & responsibilities

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLAs). Responsible for relationship building and resolving customer queries / issues in a professional manner_

• Meet targets on productivity and accuracy within stipulated time frame. Instructions/requests are correctly interpreted and fully undertaken. Ensure that work is completed in accordance with established procedure and standards
• Effectively and efficiently process to achieve business goals on productivity, accuracy and improvements of process. Proactively identify issues, if any, and escalate.
• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation. Proactively seek out opportunities to provide internal and external customers with service excellence in the most effective and efficient manner. Get it right the first time.
• Ensure that the customer issues / problems are effectively investigated and resolved. Listen, understand and deliver excellent customer service. Ensure that fraud/errors/irregular transactions (if any) are identified and escalated. Share knowledge, best practice and experience with colleagues in achievement of their goals & business objectives.
• Participate in team meeting / team activities and work towards sustaining team spirit. Demonstrate dependability and support the team in achieving its goals
• Maintain internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results.
• Need to have knowledge of mortgages/Preferably India Mortgage