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Key Responsibilities:
. Responsible for understanding the customer query/ request/ complaint and co-ordination. with business stake holders for their feedback and actions.
. Analysis of the feedback and sharing correct response to CRM team.
. Trend analysis and identification of areas of concern
. Training to the broader collection team to ensure reduction of complaints.
. Training internal team to manage complaints with appropriate responses and adherence to TAT
Key Competencies / skill set:
. Review the customer query/ request/ complaint and their feedback /closures.
. Co-ordination with collection field teams for corrections in feedback and necessary actions.
. Co-ordination with CRM team for customer query/ request/ complaint resolution related to collections.
. Implementation of Penalty matrix and issuance of Memos to concern Agency or employees.
. Responsible for customer escalation and actions data repository.
. Preparation of monthly and Annual deck.
. Preparation of data sets for monthly review with CRM and collection stakeholders.
. Responsible for analysis and improvement of customer escalation management process as per the requirement and necessity. Also responsible for overall policy and process improvement for long term benefit.
. Adherence of TCL COC and Penalty Matrix.
Desired qualification
B. Com/ BMS or above (Degree Holder)
Advance Excel knowledge
Tata Asset Management Limited (TAM) is the Investment Manager to Tata Mutual Fund. Our origin stems from a much respected and internationally acclaimed industrial house – the Tata Group – whose business philosophy has made our country and its people partners in the wealth creation process. Our heritage invokes "trust" among consumers, employees, shareholders and the community alike. Though a great heritage is obviously something to cherish, we also seek to carry that legacy through a set of well defined and time tested globally accepted business practices. Being part of the Tata group, we are well known for our strong adherence to highest standards of ethics and fairness in all our business dealings.
TAM manages funds across the entire risk-return continuum. These include equity funds, balanced funds and debt & money market oriented funds. The company provides investment management, risk management and advisory services to institutional, intermediary and individual investors.
Job ID: 144524587
