Walk-in || VC-Service RM-Phone banking

Role & responsibilities

Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.

• To ensure that the defined productivity targets basis the Service desk handled, for call handling time, quality parameters, knowledge scores are met consistently. 
• To ensure zero defects processing of all customer requests and enquiries, including prompt and accurate Hotlisting of lost cards reported.
• Resolution of customer queries, requests, complaints as per defined process.
• To ensure complete and accurate resolution within the defined TATs.                                                                                                                                                                                                                                                                                                                                                                                       
• To ensure process compliance as per the set Audit and SQ guidelines.       
• Refer specific job responsibilities for further details of job purpose.

Customer Interaction & Query/Complaints Management

Call Quality

Audit & Process Compliance

Schedule Adherence & Service Productivity standards c

Other Operational Activities

Customer Interaction & Query/Complaints Management

Best in Class Customer call Experience

Preferred candidate profile

Collaborative mindset
Inter personal skill
Good communication skill
Proactive & focused approach
Banking Product & Process Knowledge