Priority Escalation Officer IDFC FIRST Bank

5.0 - 10.0 years

0 Lacs

navi mumbai, maharashtra

On-site

The role of a Priority Escalation Officer in the Grievance Redressal department involves effectively resolving customer grievances and escalations referred to the MD desk in order to ensure zero comebacks or further escalations. It is crucial to adhere to the Turnaround Time (TAT) for providing resolutions and make quick decisions to address complaints promptly. The officer must maintain the quality of resolutions and responses while ensuring accurate capture of details and raising appropriate tickets in the system. Additionally, the officer is responsible for identifying the units responsible for escalations, conducting Root Cause Analysis (RCA), and suggesting process improvements. Collaboration with internal and external teams/stakeholders is essential for effective problem-solving and resolution. The ideal candidate for this role should hold a graduation degree in any field and possess 5-10 years of experience in a related field. Strong communication skills, decision-making abilities, and a customer-centric approach are crucial for success in this role.,

Posted 2 weeks ago

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Specialist- Sales Disciplinary & Contracts Management Home Credit

1.0 - 3.0 years

2 - 3 Lacs

Gurugram

Work from Office

Role & responsibilities Audit Incident report and Mystery shopping cases within defined SLA to finalize appropriate disciplinary actions. Follow up with cross-functional departments (Anti-fraud, Security, Complaints, etc.) to ensure correct and timely closure Handle Complaints related to Sales network and ensure adherence to agreed TAT Accurate & timely MIS preparation. Contribute towards ensuring the KRIs for Sales function are always within the specified limits. Quality check of tickets closed by Team during Contract Management Ticket closure. Incorrect error marked, follow up with AF/BO to action the ticket. Payment Queries (Over payment - refund, EMI mapping, Correct pairing, UTR share, Dealer disbursement) Handle Card Unblocking & Finish Request Coordinating with cross functional departments for resolving Network Concerns Checking & validating the response of team to Sales Network / Other Functions Requirements- Good organizational skills and ability to handle multiple priorities simultaneously. Good listening, negotiation and presentation skills Exceptional oral and written communication Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization Basic Excel Skills

Posted 3 months ago

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