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Bajaj Finance
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Senior Unit Manager - Debt Management Services - Customer Services

Senior Unit Manager - Debt Management Services - Customer Services

Bajaj Finance

4 - 8 years

6 - 10 Lacs

pune

Posted:None| Platform:

Apply

Skills Required

debt management grievance management team management customer service customer service management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Senior Unit Manager - Debt Management Services - Customer Services, Customer Services, SDM - Service to Debt Management

Job Purpose
Duties and Responsibilities
Duties and Responsibilities:Responsible for team management of DMS/Service call center.Responsible for Quality check daily on daily basis, Ensure timely resolution of FTR/NFTR queries and Parent closure with Email communication.Ensure process to be executed as per SOPResponsible for Customer complaint understanding and resolution with help of service and/or Collections TeamResponsible for timely response to customer queries / complaints and resolution as per defined SLAWill be required interact with customers as Service executive Will be front face for Collection Complaints Management across channelsResponsible for co-ordination with COE DMS team for ongoing Process changesAccountable to capture customer interaction summary in CRM System and tag the complaints under matching categoriesAccountable to interact with Service, CollectionsAccountable to resolve customers queries and pacify them with service pitchRequired Qualifications and Experience
Required Qualifications and Experience:A minimum of about 4 years experience in same field and overall, Experience of team management in a Call CentreStrong knowledge of Customer Grievance ManagementPrior experience of work in Customer Service / Insurance Service will be added advantageStrong written and oral communication skills required along with the ability to tailor communication style both technical and non-technical audiencePostgraduate from a reputed Institute will be added advantage Interest and passion to work with highly aggressive teamConviction and ability convincing others.

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Senior Unit Manager - Debt Management Services - Customer Services