Escalation Manager - Credit Cards

Roles and Responsibilities

• Responsible to handle complaints received Regulatory Desk and Senior Management Desk (MD/PNO).
• Ensure daily closure of complaints as per the predefined target and meet the daily productivity for all business days.
• To close the complaints with responses within the specified TAT by the unit and case updates needs to be shared with seniors without reminders.
• To ensure all monetary CAD approvals are raised within TAT.
• Should make sure follow up responses are sent as per the approved TAT and adherence to 100% compliance to the laid down parameters while responding to customer mails.
• To ensure customer's requirements correctly understood and to check for opportunities to fulfil customer requirement.
• Complete resolution to be given to the customer at the first instance thereby minimising repeat interactions and to avoid any escalations.
• To capture complete customer information in the system.
• To adhere quality parameters as prescribed towards customer resolution.
• Effective liasion with the various functional units in credit cards and ensure complete resolution within TATs.