Urgent Opening For Customer Service Associate

Key Responsibilities

1. Customer Grievance Handling

• Handle customer complaints and grievances related to home loans through calls, emails, written correspondence, and other communication channels.
• Address issues related to loan disbursement, EMI deductions, repayment schedules, interest rates, loan statements, foreclosure, prepayment, NOCs, and loan closure.
• Understand customer concerns, investigate the root cause, and provide appropriate resolutions within defined timelines.
• Handle escalated complaints professionally and ensure effective communication with customers.

2. Complaint Resolution and Follow-up:

Coordinate with internal departments such as Operations, Credit, Collections, Legal, Finance, and Branch Teams to resolve customer issues.

• Track complaints from registration to closure and ensure timely resolution within the prescribed Turnaround Time (TAT).
• Follow up on pending complaints and keep customers informed about the status of their cases.
• Escalate unresolved or sensitive cases to the appropriate authority as per the escalation matrix.

3. Customer Communication

• Draft professional responses to customer emails, letters, and complaints.
• Communicate resolutions clearly, accurately, and courteously.
• Maintain a customer-centric approach while managing difficult conversations and dissatisfied customers.
• Ensure customers receive timely updates and appropriate closure communication.

4. Compliance and Documentation

5. MIS and Performance Monitoring

Location: Malad

Interested candidate share their resume on [email removed]