Lead / AM Customer Support - Banking Process

Golden Opportunities

4 - 9 years

5 - 15 Lacs

bengaluru

Posted:2 weeks ago| Platform:

Apply

Skills Required

voice process customer support aml retail banking customer service risk fraud tableau sql escalation handling account opening customer advocacy kyc stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Lead the Customer Advocacy and Reporting team to drive business growth through customer insights and data-driven decision-making.
Develop and implement customer advocacy strategies to enhance customer satisfaction and loyalty.
Handle and respond to customer complaints filed with regulators on behalf of the bank.
Design and deliver reports and dashboards to stakeholders using SQL and data visualization tools such as Tableau.
Provide exceptional customer service and support to internal stakeholders, resolving inquiries, escalations, and issues in a timely and professional manner.
Stay updated with industry trends and best practices in customer advocacy and reporting, applying learnings to improve processes.
Manage and mentor team members, ensuring performance excellence and continuous improvement.

Required Skills & Qualifications:

412 years of experience in Customer Advocacy, Customer Service, or related functions within
Retail Banking
(Fraud, Risk, Account Opening, KYC, AML, etc.).
Experience in
voice customer support processes
; non-voice background candidates may also be considered if communication skills are exceptional.
Strong expertise in
SQL and Tableau
for reporting and analytics.
Proven track record of
people management
and
stakeholder management
(for Lead/Manager level).

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