ROLE SUMMARY

The role holder is responsible for display commitments to establish high standard of quality in accordance with defined policies of Bank and in order to ensure statutory compliance of all systems, processes and practices. The role also ensures to delivers customer value through timely and quality execution and develops an understanding of problems and employs existing new methods to find solutions

KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Core Responsibilities

Customer Service Support Management

- Managing and monitoring all customer complaints logged in through various modes recorded in CRM and resolved within TAT as per type of complaints.
- Ensure Error free processing of each and every activity at Customer Service Desk.
- Ensure Process Improvements, Quality Checks and Automations in the unit
- Keep track of latest Innovations, Strategy, service pattern, technology, developments in the market and present relevant inputs to the management.
- Ensures highest service standards are maintained for servicing of all clients and maintaining minimum turn-around-time.
- Receive and process request for Loan Foreclosure, Closure, Cancellation, Reschedulement, Excess Refund, Swapping, Repossession etc
- Issue No objection certificates, No due certificates, various deliverables like Provisional Income tax and final income tax certificate etc
- Modify customer demographic details on request
- Create and manage Knocking-off of due & receipt of customer as well as knock-off reversal and Waiver of charges as per process defined
- Handling complaints receives from Walk-in customers, MD Desk, Banking Ombudsman, Grievance Redressal etc. within prescribed TAT.
- Conduct RCA, diagnosis of business problems, process bottle necks and find solution to fix them.
- Ensure continuous and effective training to various stakeholders for meeting customer service requirements.
- Prepare and present regular reports and dashboards with data analysis to all stakeholders and Mgmt.




- Work cross functionally and establish strong relationships with all stakeholders in the business.
- Partner with Business Teams to resolve key issues that impact the experience of the customers Influence the business through projects with customer insights, conduct drives to increase positive responses and decrease negative responses from the customers.

MIS and Reporting and Other Activities

- Prepares MIS reports & various monthly reports with maintenance of proper records of accounts, Outstanding, inventories etc
- Prepares MIS reports for compliance, statutory, regulatory requirements laid under different acts governing banking regulations

Other Activities

- Creates awareness and participation in Business Continuity Plans (BCP)
- Assists support to risk management, business, support units in containing exceptions to the minimum and help in resolving them
- Ensures mandatory processing to be completed on same day for within TAT requests for cases and escalations internal / external customer
- Ensures online reconciliation of transaction and No issues / open items pending
- Processing capacity numbers as agreed with Business to be met (incl. managing absenteeism)

People Management or Self-Management Responsibilities

- Identifies sources of errors or aspects impacting quality of work/service delivery and determines a course of action to prevent their recurrence
- Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
- Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
- Display and presents a highly qualified image through appropriate attire and hygiene at all times

Risk and Internal Control Responsibilities

- Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
- Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

📌 Customer Service Analyst-Retail Assets (Mumbai)
🏢 Yes Bank
📍 Mumbai