Role Description Job Title Service RM - Phonebanking
Business Unit Direct Banking Channel
Reporting To Head SRM
Job Function and Role Type Service / Sales, Individual Contributor
Version No 2.0
Job Purpose Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.
Key Responsibilities Customer Interaction & Query/Complaints Management Handle calls as per defined standards.
Resolve calls with 100% accuracy.
Log and resolve complaints accurately.
Hotlist and reissue cards promptly.
Call Quality Achieve defined quality benchmarks.
Ensure 90% First Call Resolution.
Meet KAT and E-process scores.
Audit & Process Compliance Adhere to process and audit requirements.
Log customer requests error-free.
Update interactions in CRM timely.
Schedule Adherence & Service Productivity Standards Meet defined service productivity standards.
Adhere to schedule and login times.
MIS - Reporting Ensure timely and accurate MIS reporting.