Job Description
IDFC FIRST Bank
Customer Service Executive-Premium Inbound
IDFC FIRST Bank • Navi Mumbai, Maharashtra • via Career At IDFC First Bank
2 days ago
Full–time
Apply on Career At IDFC First Bank
Apply on WorkIndia.in
Apply on LinkedIn
Apply on Jobrapido.com
Job description
Job Requirements
Role/Job Title: Customer Service Executive - Premium Inbound
Function/Department: Customer Experience
Job Purpose: Your success in this role will be measured against key performance indicators, including but not limited to productivity levels, Average Handling Time (AHT) optimization, and achieving a high rate of First Contact Resolution (FCR). These metrics are pivotal in evaluating and enhancing the overall effectiveness of the Premium Inbound Customer Service operations.
Roles & Responsibilities:
• As a Customer Service Executive in the Premium Inbound segment, your primary focus will be on enhancing productivity within the Customer Contact Center.
• This entails maintaining service quality, optimizing Average Handling Time (AHT), and ensuring a high level of First Contact Resolution (FCR).
• Additionally, you will be responsible for adhering to established Turnaround Time (TAT) benchmarks for all customer requests.
• A key aspect of your role involves driving channel migration to alternate channels, contributing to a more efficient and diversified service delivery model.
• In addition to your primary duties, you will actively drive all initiatives within the Customer Contact Center, ensuring a comprehensive and coordinated approach to customer service excellence.
Education Qualification:
Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management
Experience: 2 to 5 years of relevant experience.
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IDFC FIRST Bank
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YES BANK
Product Managers- YES Pay Biz (Merchant App)
YES BANK • Mumbai, Maharashtra • via LinkedIn
2 days ago
Full–time
Apply on LinkedIn
Job description
Job Description
JOB SUMMARY:
Hiring Product Managers- YES Pay Biz (Merchant App) having techno-functional & customer-first mindset. The role fits someone having strong analytical & problem-solving skills, stakeholder management skills, and an understanding of user interface framework. You can remain highly organized in a loosely structured and fast-paced environment. You are inquisitive, self-driven and able to work autonomously.
DETAILED RESPONSIBILITIES:
• Product design and development, with the ability to deep dive into the nitty-gritty of customer’s requirements, technical architecture, and operational challenges
• Lead the development and enhancement of the User Interface, by creating wireframes and mock-ups to illustrate user flows and evaluate user experience.
• Actively participate in customer interview and collate insights required for design process, persona prioritization and align product features with customer needs.
• Oversee Product Development Life Cycle in line to the product roadmap – creating, maintaining & adjusting the product-line-level strategy and production schedules
• Support the QA process throughout the PDLC by drafting the acceptance criteria, participating in UAT and tracking bugs, and validating that features meet business and user requirements.
• Enable solutions by working with internal and external cross-functional stakeholders including legal, finance, operations, risk/control units and other product teams to manage the product life cycle.
• Use real-time product, transaction and analytics data to continuously refine performance, reduce technical errors, and optimize the customer journey
PROFESSIONAL QUALIFICATIONS:
• Bachelor’s degree mandatory/ MBA preferred.
• Minimum 2 years of work experience in BFSI/Fintech industry with at least 1 years of experience in consumer facing payment product/application.
• Should have fair knowledge of merchant life cycle, like digital on-boarding (Identity Services, KYC/Due Diligence), payment products (UPI, Cards, etc), SME business needs (Banking products), Sounbox, etc
• Exposure to Agile methodology (Jira), design tools (like Figma) and mobile app analytic tools (like Firebase, Adobe Analytics)
JOB LOCATION: Mumbai (Hybrid)
ABOUT US
At YES BANK, there’s not many teams more vital than Digital Banking unit, that are responsible for the Bank’s dominance in the payment ecosystem. YES BANK processes nearly one out of every three digital transactions which totals over ~6 bn monthly. YES BANK has demonstrated the consistent market leadership in payment products like UPI, AEPS, IMPS & NEFT and has built innovative and industry first solutions around digital payments.
The Product Team at the unit hold the helm and is the backbone – orchestrating the products meticulously. The team’s scope is wide, leading on the engineering, data science, operations and design. We work with TechFins and Cloud Service Providers to co-create infrastructures and platforms that are built to scale and service the exponential growth of digital payments. We create partnerships with the Fintech ecosystem and corporates to support them to their payment products
Customer Service Executive-Premium Inbound
IDFC FIRST Bank • Navi Mumbai, Maharashtra • via Career At IDFC First Bank
2 days ago
Full–time
Apply on Career At IDFC First Bank
Apply on WorkIndia.in
Apply on LinkedIn
Apply on Jobrapido.com
Job description
Job Requirements
Role/Job Title: Customer Service Executive - Premium Inbound
Function/Department: Customer Experience
Job Purpose: Your success in this role will be measured against key performance indicators, including but not limited to productivity levels, Average Handling Time (AHT) optimization, and achieving a high rate of First Contact Resolution (FCR). These metrics are pivotal in evaluating and enhancing the overall effectiveness of the Premium Inbound Customer Service operations.
Roles & Responsibilities:
• As a Customer Service Executive in the Premium Inbound segment, your primary focus will be on enhancing productivity within the Customer Contact Center.
• This entails maintaining service quality, optimizing Average Handling Time (AHT), and ensuring a high level of First Contact Resolution (FCR).
• Additionally, you will be responsible for adhering to established Turnaround Time (TAT) benchmarks for all customer requests.
• A key aspect of your role involves driving channel migration to alternate channels, contributing to a more efficient and diversified service delivery model.
• In addition to your primary duties, you will actively drive all initiatives within the Customer Contact Center, ensuring a comprehensive and coordinated approach to customer service excellence.
Education Qualification:
Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management
Experience: 2 to 5 years of relevant experience.
Report this listing
IDFC FIRST Bank
Glassdoor
4/5
2.7K reviews
AmbitionBox
3.+/5
11.1K reviews
Indeed
4.2/5
566 reviews
idfcbank.com
More jobs at IDFC FIRST Bank
See web results for IDFC FIRST Bank
YES BANK
Product Managers- YES Pay Biz (Merchant App)
YES BANK • Mumbai, Maharashtra • via LinkedIn
2 days ago
Full–time
Apply on LinkedIn
Job description
Job Description
JOB SUMMARY:
Hiring Product Managers- YES Pay Biz (Merchant App) having techno-functional & customer-first mindset. The role fits someone having strong analytical & problem-solving skills, stakeholder management skills, and an understanding of user interface framework. You can remain highly organized in a loosely structured and fast-paced environment. You are inquisitive, self-driven and able to work autonomously.
DETAILED RESPONSIBILITIES:
• Product design and development, with the ability to deep dive into the nitty-gritty of customer’s requirements, technical architecture, and operational challenges
• Lead the development and enhancement of the User Interface, by creating wireframes and mock-ups to illustrate user flows and evaluate user experience.
• Actively participate in customer interview and collate insights required for design process, persona prioritization and align product features with customer needs.
• Oversee Product Development Life Cycle in line to the product roadmap – creating, maintaining & adjusting the product-line-level strategy and production schedules
• Support the QA process throughout the PDLC by drafting the acceptance criteria, participating in UAT and tracking bugs, and validating that features meet business and user requirements.
• Enable solutions by working with internal and external cross-functional stakeholders including legal, finance, operations, risk/control units and other product teams to manage the product life cycle.
• Use real-time product, transaction and analytics data to continuously refine performance, reduce technical errors, and optimize the customer journey
PROFESSIONAL QUALIFICATIONS:
• Bachelor’s degree mandatory/ MBA preferred.
• Minimum 2 years of work experience in BFSI/Fintech industry with at least 1 years of experience in consumer facing payment product/application.
• Should have fair knowledge of merchant life cycle, like digital on-boarding (Identity Services, KYC/Due Diligence), payment products (UPI, Cards, etc), SME business needs (Banking products), Sounbox, etc
• Exposure to Agile methodology (Jira), design tools (like Figma) and mobile app analytic tools (like Firebase, Adobe Analytics)
JOB LOCATION: Mumbai (Hybrid)
ABOUT US
At YES BANK, there’s not many teams more vital than Digital Banking unit, that are responsible for the Bank’s dominance in the payment ecosystem. YES BANK processes nearly one out of every three digital transactions which totals over ~6 bn monthly. YES BANK has demonstrated the consistent market leadership in payment products like UPI, AEPS, IMPS & NEFT and has built innovative and industry first solutions around digital payments.
The Product Team at the unit hold the helm and is the backbone – orchestrating the products meticulously. The team’s scope is wide, leading on the engineering, data science, operations and design. We work with TechFins and Cloud Service Providers to co-create infrastructures and platforms that are built to scale and service the exponential growth of digital payments. We create partnerships with the Fintech ecosystem and corporates to support them to their payment products
💡 Quick Summary
Seeking a career-building opportunity? The Product Managers- YES Pay Biz (Merchant App) 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.