RL - Operation Customer Service Team

#ComeAsYouAre We are "Dil Se Open". Women, LGBTIQIA+, PwD candidates of all ages are encouraged to apply

About Retail Lending:

The Retail Lending department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others. They also offer working capital loans and Business loans for Small Businesses and is also responsible for the rural lending business of the bank.

About the Role:

The Customer Service team is responsible for servicing customers across channels and processes for Retail Assets and Credit Cards within Lending and cards businesses. They are also responsible for resolving the queries posted by the Loan / Cards customers.

Key Responsibilities:
 Ensure Delivery of the Customer Service goals identified for the year.
 Ensure continuous improvement in performance of service delivery across channels, processes and people.
 Manage all customer service metrics pan India
 Prepare MIS and. dash-boarding, with data analytics to cull insights, to drive decision making and identify new opportunities.
 Manage complaint TAT
 Ensure Process adherence on the various CTST as defined in SOP and Process Improvements

Qualifications:

Optimal qualification for success on the job is:
 Graduate / Post graduate in Management.

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:
 Working knowledge of Retail Assets Business and handling Customer Service.
 Knowledge of regulatory requirements  people and business related
 Innovation
 Business acumen
 Customer Focus
 Planning and Organizing
 Result orientation
 Decision taking
 Communication
 Interpersonal skills and team effectiveness
 Forex - Nostro, Vostro,