Job Description
Job Responsibilities:
Coordinating with stakeholders and partners for all customer support cases received and providing resolution across all Line Of Businesses.
Manage partner support desk to fulfil partners QRCs.
Providing accurate and satisfactory resolutions to customers /applicants and winning them back.
Handle cases received at support and partner assist desks and resolve them with utmost accuracy and speed.
Manage walk-in customers.
Maintain detailed MIS on the cases received, TATs, Errors and issues.
Present detailed comparison and reports to manager and HOD on trends, types of issues and action taken.
Intervene and get high ageing cases resolved and communicated.
Train and handhold the contact centre on various processes to ensure seamless customer experience.
Identifying process gaps and suggesting / implementing process improvements
Work on various campaigns along with manager and publish reports.
Maintain high quality scores and standards while responding to customers and other stake holders.
Professional Qualifications:
3-4 years of experience in NBFCs, Banks handling customer service/support for all products.
Knowledge of loan life cycle from Onboarding to Loan servicing
Knowledge of customer Query, request, complaint management and branch walk ins
Experience in managing volumes as per business growth and customer base
Basic MIS and reporting
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.
Coordinating with stakeholders and partners for all customer support cases received and providing resolution across all Line Of Businesses.
Manage partner support desk to fulfil partners QRCs.
Providing accurate and satisfactory resolutions to customers /applicants and winning them back.
Handle cases received at support and partner assist desks and resolve them with utmost accuracy and speed.
Manage walk-in customers.
Maintain detailed MIS on the cases received, TATs, Errors and issues.
Present detailed comparison and reports to manager and HOD on trends, types of issues and action taken.
Intervene and get high ageing cases resolved and communicated.
Train and handhold the contact centre on various processes to ensure seamless customer experience.
Identifying process gaps and suggesting / implementing process improvements
Work on various campaigns along with manager and publish reports.
Maintain high quality scores and standards while responding to customers and other stake holders.
Professional Qualifications:
3-4 years of experience in NBFCs, Banks handling customer service/support for all products.
Knowledge of loan life cycle from Onboarding to Loan servicing
Knowledge of customer Query, request, complaint management and branch walk ins
Experience in managing volumes as per business growth and customer base
Basic MIS and reporting
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 Senior Executive | Customer Experience | Customer Support Desk management 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.