Customer Focused /accurate 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.
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 Identification of business opportunity and lead generation as per laid down process Post resolution of customer query, to identify the business opportunity for cross sell.
To do the required mandatory checks prior to service call out.
Make a service call out to customer to inform the query resolution.
Post this, to cross sell other products of the Bank and generate leads On customer consent, to capture the lead accurately in the relevant systems with complete details.
Banks Product Knowledge
Good communication & written skills
Sales and Influencing Skills