Job Purpose

Respond to customer first contact resolution mails received at designated liability ID as per agreed business TAT
Responsible to identify NFTR cases and follow up with the concern business unit for adequate resolution
To ensure adherence to all laid down process while responding to customer mails
Responsible to provide complete and accurate resolution to customers, to achieve the overall objective of Customer satisfaction.
To identify & review request received from customer for charges waiver and raise request in Branch Waiver system as per EMT grid.

Job Responsibilities(JR) : 6 8 Areas

Actionable (4-6)

Customer Focusedaccurate resolution on assigned emails

To identify NFTR cases and follow up with the concern business unit for adequate resolution
Respond to all queries raised by the customer with customer satisfaction as the prime focus
To refer cases to the floor manager Unit manager wherever customer request is getting declined. To check for opportunities to fulfill customer requirement.
To ensure adherence to audit compliance as well as quality norms defined by business.

Maintain 100% system adherence and accuracy

To capture all customer interactions in the system with complete information to ensure details are available for any future reference.
Waivers to be provided correctly, considering the customer profile, payment history etc. All commitments made to customers to be honoured and should avoid manual errors which will impact service delivery to customer.

Timely resolution all customer E-mails

Respond to customer queries on the same day when mail is allocated. To ensure none of the assigned mails are left without the required action.
To aim at first time resolution and to send holding responses only when details resolution are awaited.
In case an interim response is being sent to the customer, daily review of these cases is to be done and provide resolution to customers within the agreed timelines
To ensure adherence on TAT as per benchmark, for all queries received through email

Educational Qualifications(examples listed below)

Key Skills(examples listed below)

Graduation:
Banks Product Knowledge
Good communication & written skills
Sales and Influencing Skills
Interpersonal skills
Positive attitude

Experience Required(examples listed below)

3+ years of experience.

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)(examples listed below)

Head EMT
All unit managers team leaders.
CPU
Direct Banking
Branches

Junior Auditor (Retail Liabilities)

Email Management Team - Non Sales Professional

Audit Assistants

Data Entry Skills

Procurement Operations Specialist

Program Manager

Analyst - Assurance - National - ASU - Audit - Accounting