Associate - CRM - Service Quality - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - J Grades

Skill Set Required

Sound judgment and decision making

Strong investigation skills

Effective listening skills

Excellent verbal and written communication skills

Demonstrate proficiency in attention to detail

Ability to overcome objections from customer as well within departments

Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.

Primary Responsibilities

Attend & resolve complaints received from regulatory authorities.

Respond to regulatory authorities on all queries raised by them and liaison with various regulatory authorities.

Attend & resolve all queries raised by the Internal Ombudsman.

Attend & resolve escalation emails written to senior leadership of the organization

Resolve and respond through call & email to customer requests/complaints related to various products and services

Gather information to determine customer’s needs, apply problem solving skills and resolve the complaint/request effectively

Gather and analyze current and historical data from customer records to respond to complaints/requests

Follow-up with key contacts from other departments to ensure timely resolution of complaints/requests

Provide clear and concise resolution/responses to customer complaints/request

Handle complaints and requests in a courteous and professional manner in high stress situations.

Control the pace and flow of the complaint/request and manage contact time effectively.

Follow protocol and apply sensitivity and discretion in handling sensitive or confidential information.

Flexibility in work hours and shifts is required.

Meet metric expectations including NPS (Net Promoter Score), Productivity & Quality goals

Appropriately prioritize and organize tasks to meet TAT Adherence

Take control of customers complex request/complaint and provide resolution and response by co-ordinating with other departments such as Operations, Collections, Sales, Banking,  Fraud, Credit & IT

Identify & record root cause of each request/complaint for further analysis

Regular follow-ups with customer & within department for resolution

Education Qualification

Bachelor Degree