Responsible for managing a team & ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
· Review the Outcalling process to Customers for clarifying customer queries on transaction declined due to card control not enabled, Renewal and upgrade customers for welcome call/feature enforcement
· To ensure team meets the defined benchmarks on service experience, call handling time, quality, revenue generation through cross sell of products…etc parameters are met consistently, including the call productivity standard
· Ensure team meets zero defects processing of all customer requests
· Ensure team meets complete and accurate resolution within the defined TATs.
· Ensure team meets required process compliance as per the set Audit and SQ guidelines.
Ensure team successfully handles outbound calls of customers regarding card control:
· Clarifications & queries on transactions declined due to card control not enabled
· Renewal and upgrade customers for welcome call/feature enforcement
· Responding to customers with the resolution within the defined TATs.
· Process the requests as per defined process, while ensuring adherence to the customer authentication process.
· Answering customer calls within the specified call answer time.
· Adherence to the defined service delivery standards.
· Accurate data capture of the request details as instructed by the customer. Process adherence in respect of submission of the relative annexure to the su
📌 Team Manager for Leading Bank (Ahmedabad)
🏢 Mspire Ventures
📍 Ahmedabad
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