Role / Job Title : Customer Service Executive - Retail Liabilities Inbound Business : Service Function / Department : Customer Experience Place of work : Customer Contact Center (Phone Banking unit) Roles & Responsibilities : 1. Productivity 2. Maintaining Service Quality 3. Average Handling Time 4. First Contact Resolution 5. Maintaining TAT for all customer requests 6. Channel Migration to alternate channels Secondary Responsibilities : Drive all the initiatives in the Customer contact center. Key Success Metrics : Productivity, Average handling time, First contact resolution