• To manage all operations activities at the branch and ensure customer satifiaction by resolving all customer queries thus supporting the HL/HE process.
Responsibilities
Core Responsibilities:
Achieve high efficiency levels by ensuring all queries are resolved within TAT;and developing processes that will improve TAT
Ensure service deliverables are processed by the team as per TAT, training them on policy and process changes to minimize errors
Resolve branch queries,ensuring that queries raised by stakeholders are addressed promptly and providing support as required
Coordinate with the system team to resolve routine and other system issues, identifying gaps and recommending measures to address such gaps.
Monitor HE/HL repricing and NHB refinance cases and update systems, based on inputs received from RBI/ business team
Conduct impact analysis and accordingly update systems after approval from the business team
Release communication about rate increase or decrease to customer and update the web-portal system accordingly.
Resolve audit queries raised by internal and external auditor and initiate corrective action as suggested
Ensure compliance to all Audit / NHB/ IRB regulations.