Escalation Manager - Credit Cards

Hdfc Bank

3 - 8 years

3 - 8 Lacs

chennai

Posted:1 hour ago| Platform:

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Skills Required

escalation management credit cards sla management operations management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Responsible to handle complaints received Regulatory Desk and Senior Management Desk (MD/PNO).
Ensure daily closure of complaints as per the predefined target and meet the daily productivity for all business days.
To close the complaints with responses within the specified TAT by the unit and case updates needs to be shared with seniors without reminders.
To ensure all monetary CAD approvals are raised within TAT.
Should make sure follow up responses are sent as per the approved TAT and adherence to 100% compliance to the laid down parameters while responding to customer mails.
To ensure customer's requirements correctly understood and to check for opportunities to fulfil customer requirement.
Complete resolution to be given to the customer at the first instance thereby minimising repeat interactions and to avoid any escalations.
To capture complete customer information in the system.
To adhere quality parameters as prescribed towards customer resolution.
Effective liasion with the various functional units in credit cards and ensure complete resolution within TATs.

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