Customer Service

General Job Responsibility

• Managing Complaints from NHB & Phone calls
• Scrutinizing the complaints and provide RCA
• Maintenance of TAT, Compliance, policies and procedures.

Principal Accountabilities

• Use of ERP systems and applications of HHFL
• Analyzing customer complaints and providing RCA
• Identify process gaps and provide process suggestions
• Interpretation of complaints and deliver service quality to customers
• Ensure TAT is met for complaints and NHB response
• Co-ordinate with internal teams and ensure resolution is provided E2E
• Interpersonal skills
• Responsible for Phone Bankers inbound calls tracking and monitoring.
• Customer Correspondence knowledge either through Email / Letters in principle with the operational / customer service background.

Educational Qualification

• Graduates / Post Graduates Any Stream of Education

Experience

• 7-10 yrs experience in operations / customers service .

• Preference will be given to Banking & NBFC industry candidates

Specific Skills

• A High Level of Professionalism.
• A Passion for Building and Growing Relationships
• Ability to Gather Feedback and Provide Innovative Insight
• Leadership & People management- Influencing people, Team work,
• Employee development, openness and transparency.
• Good knowledge of administration.
• Total Quality Management & Process Improvement.
• Interpersonal Relations- Team work, Effective communication, Positive & Empathetic attitude, Presentability
• Personal Effectiveness- Excellent written and oral communication, Positive and Empathetic Outlook, Initiative and Commitment
• Work Ethics- Ensuring Process and Protocols are maintained, Focus on Learning and continuous improvement, Achievement Orientation.