Executive - NAU Queries

SBI Card

0 - 6 years

3 - 4 Lacs

gurugram

Posted:2 weeks ago| Platform:

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Skills Required

bpo business reporting process orientation external audit analytical issue resolution wellness medical insurance customer complaints stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ensure daily productivity metrics for customer complaint resolution within TAT & accuracy as per targets defined.
Handle customer queries and escalations.
Analyze and report repeat complaints and liaise with teams for resolution
Maintain process dashboards for business reporting purposes
Follow-up with other departments for effective issue resolution & stakeholder management
Identify ways of improving current processes to enhance customer experience
Report process metrics to the business and internal stakeholders
Manage critical processing of critical queries and complaints on mainframe softwares
Resolve critical CCRP complaints and reporting data to stakeholders
Perform process documentation and compliance adherence

Measures of Success

Customer Complaints Resolution (Accuracy & TAT)
Accuracy
FTE/NFTE productivity
No adverse observations in internal/external audits
Voice of Customer
Process adherence as per MOU

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