Associate - CRM - Service Quality - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - J Grades

Skill Set Required Sound judgment and decision making Strong investigation skills Effective listening skills Excellent verbal and written communication skills Demonstrate proficiency in attention to detail Ability to overcome objections from customer as well within departments Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.

Primary Responsibilities Attend & resolve complaints received from regulatory authorities. Respond to regulatory authorities on all queries raised by them and liaison with various regulatory authorities. Attend & resolve all queries raised by the Internal Ombudsman. Attend & resolve escalation emails written to senior leadership of the organization Resolve and respond through call & email to customer requests/complaints related to various products and services Gather information to determine customer’s needs, apply problem solving skills and resolve the complaint/request effectively Gather and analyze current and historical data from customer records to respond to complaints/requests Follow-up with key contacts from other departments to ensure timely resolution of complaints/requests Provide clear and concise resolution/responses to customer complaints/request Handle complaints and requests in a courteous and professional manner in high stress situations. Control the pace and flow of the complaint/request and manage contact time effectively. Follow protocol and apply sensitivity and discretion in handling sensitive or confidential information. Flexibility in work hours and shifts is required. Meet metric expectations including NPS (Net Promoter Score), Productivity & Quality goals Appropriately prioritize and organize tasks to meet TAT Adherence Take control of customers complex request/complaint and provide resolution and response by co-ordinating with other departments such as Operations, Collections, Sales, Banking, Fraud, Credit & IT Identify & record root cause of each request/complaint for further analysis Regular follow-ups with customer & within department for resolution

Education Qualification Bachelor Degree