Banking Operation Sr.Associate

Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and efficient resolution of customer issues related to the program. Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA. Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting. Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product. Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation. Escalation Handling: Escalate concerns as appropriate and as requested by customers. Experience: Minimum 6 months tenure working on the program. Not applicable for resources hiring in India. Customer Service Background: Experience in the credit card industry, particularly in customer service. Escalation Handling: Previous experience in handling escalated calls is preferred. Confidence: Demonstrate high confidence while dealing with escalated situations and customers. Flexibility: Ability to think outside the box and provide individualized customer service tailored to specific issues. Feedback Acceptance: Open to constructive feedback from supervisors, operational leads, and team coordinators. Efficiency: Ability to work well within limited timelines. Communication Skills: Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers. Proactive Approach: Bias for action and proactive problem-solving.