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 recent 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.
- Wo

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