· To ensure closure of Customer Request for Home Loan & Home Equity received through all channels are appropriately resolved and communicated to customers by co-ordinating with internal stakeholders.
Responsibilities
Core Responsibilities:
o To ensure customer requests received to all channels are closed within TAT
o To ensure all the resolution given on customer requests is meeting the quality standards
o To ensure the responses are communicated to customers over call & email
o To ensure suitable tracking of all pending cases & coordination with respective departments to ensure closure of the requests
o To calculate interest/EMI & provide suitable clarification to customers
o To prioratize any requests received on social media platform or other escalation channel
o To ensure tracking of insurance cancellation requests & seeking necessary approvals from product head & coordination with Insurance provider
o To ensure positive net promoter score (NPS) by ensuring satisfactory closure of cases
o To ensure repeat of requests closed is less than