VC-Officer Transactn Maint.&Exceptn Mgmt

Job Title

VC-Officer Transaction Maintenance & Exception Management

Business Unit

Virtual Care

Reporting To

Channel Manager / Central Head

Job Function and Role Type

Service, Individual Contributor

Version No

1.0

Job Purpose

Ensure delivery of consistent service aligned with standards to enhance customer experience. Maintain process compliance and zero-defect reporting.

Key Responsibilities

Reports and Analytics

Collate maintenance and referral cases for process adherence.

Review maintenance requests and exceptions accurately and timely.

Extract and tabulate data from systems like Foxpro and CBCI.

Track exceptions and bounces to minimize customer impact.

Audit and Process Compliance

Ensure adherence to audit and process requirements.

Submit financial transactions and requests accurately and timely.

Log and update customer requests error-free in CRM systems.

Schedule Adherence

Adhere to schedule and login times.

Maintain service adherence consistently.

Other Operational Activities

Maintain records and keep updated on product/process knowledge.

Adhere to shift schedules and minimize unscheduled absences.

Ensure compliance with audit and ID maintenance processes.

Education:

Graduate.

Certifications:

None specified.

Key Competencies

Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.

Major Stakeholders

Internal teams and customer-facing units.