Job Description
Manager/Senior Manager - Customer Experience - Escalations
Job Responsibilities :
- Handling E2E Escalations for all Line Of Businesses .
- Providing accurate and satisfactory resolutions to customers /applicants and winning them back.
- Handle Escalations received from SMT, Regulator and other authorities and resolve them with utmost accuracy and speed.
- Maintain detailed MIS on the cases received, TATs, Errors and issues.
- Present detailed comparison and reports to the SMT on Complaints received and managed.
- Prepare detailed RCA for escalated complaints and share feedback with relevant partners, work on corrective actions and present reports/results to senior management
- Intervene and get high ageing escalations resolved and communicated.
- Identifying process gaps and suggesting / implementing process improvements
- Participate in regulatory audits and provide evidence as required.
- Training contact centre and other touchpoints for process improvement and ensuring lesser complaints
- Work on NPS data and feedback management.
- Maintain high quality scores and standards while responding to customers and other stake holders.
Professional Qualifications :
- 5-8 years of experience in NBFCs, Banks handling Escalations for all products.
- Knowledge of E2E loan life cycle from Onboarding to Loan servicing
- Knowledge of Complaints / Escalations management for NBFCs
- Experience in managing volumes as per business growth and customer base
- Proficient with MIS and reporting
- Great analytical, reasoning abilities, communication and presentation skill
- required to excel in the job
- Team Player and flexible with work and responsibilities
- Positive attitude and go getter
Educational Qualifications : Full time Graduate/ Part time Post graduate from recognised University
Job Responsibilities :
- Handling E2E Escalations for all Line Of Businesses .
- Providing accurate and satisfactory resolutions to customers /applicants and winning them back.
- Handle Escalations received from SMT, Regulator and other authorities and resolve them with utmost accuracy and speed.
- Maintain detailed MIS on the cases received, TATs, Errors and issues.
- Present detailed comparison and reports to the SMT on Complaints received and managed.
- Prepare detailed RCA for escalated complaints and share feedback with relevant partners, work on corrective actions and present reports/results to senior management
- Intervene and get high ageing escalations resolved and communicated.
- Identifying process gaps and suggesting / implementing process improvements
- Participate in regulatory audits and provide evidence as required.
- Training contact centre and other touchpoints for process improvement and ensuring lesser complaints
- Work on NPS data and feedback management.
- Maintain high quality scores and standards while responding to customers and other stake holders.
Professional Qualifications :
- 5-8 years of experience in NBFCs, Banks handling Escalations for all products.
- Knowledge of E2E loan life cycle from Onboarding to Loan servicing
- Knowledge of Complaints / Escalations management for NBFCs
- Experience in managing volumes as per business growth and customer base
- Proficient with MIS and reporting
- Great analytical, reasoning abilities, communication and presentation skill
- required to excel in the job
- Team Player and flexible with work and responsibilities
- Positive attitude and go getter
Educational Qualifications : Full time Graduate/ Part time Post graduate from recognised University
💡 Quick Summary
Seeking a career-building opportunity? The Manager|Senior Manager | Customer Experience|Escalations | NBFC|Bank |5|8 yrs position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai, offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
