· 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 <5%
o To coordinate extensively with Sales & credit team on loan application & disbursement related issues