Digital Wealth â?? Client Services Officer

3 weeks ago


Mumbai, India Riverforest Connections Full time

Job Purpose Digital Wealth - Client Services Officer will be responsible for the client servuce delivery of the digital wealth channels in one of the mediums of servicing which includes voice, non - voice based services, social channels. Strategize, Partner and build strategies in line with the bank’s long-term intent to acquire and retain clients through digital initiatives and build a large base of loyal and profitable clients

KEY RESPONSIBILITIES

Service & Strategy Management

2 Manage and possess complete control on the entire deliverables in terms of service delivery and ensure satisfactory response across channels, this includes planning for infrastructure support and manpower planning.

3 Support in benchmarking service capabilities across institutions

4 Be a part of one of the channels mentioned above, enhance client acceptability through service quality index.

5 Work with Client first mindset and ensure full fledged resolution of issues

6 Work closely with various internal teams to serve the clients effectively and to ensure that the information is provided to the clients on a seamless and appropriate manner.

Future & Sustainable Development

7 Support to create a repository of servicing capabilities in competition firms support senior management to evaluate the same and implement with digital wealth channel.

8 Be responsible for cross sell products assigned, and also ensure productivity within the teams including number of queries resolved, no of inbound calls attended etc.

9 Maintain a list of generic service breakages, implement process such that the queries are resolved proactively at the time of occurrence rather than being highlighted through various channels

10 Provide ideas for simplification of process to the management.

11 Maintain good service quality index through customer feedback

Training & Development

12 Ensure all learning modules are completed on time and certification are updated all the times.

13 Participate in team meetings, provide regular updates, participate in new product launches and ensure service first culture is embedded

Risk Management & Compliance

14 Work closely with the operations and product team and table the risks in appropriate risks in specific to client servicing in those governance meetings.

15 Ensure that all audit related documents are in order

16 Ensure compliance to all internal policies and regulatory guidelines.

Other(s)

17 Support in UAT strategy, Test case review, product enhancement review, user journey reviews etc.

**Skills Required**:
Banking;Non Voice;Voice;Client Servicing;Client Service;Client Service Officer

**Location**

Mumbai

**Years Of Experience**

2 to 5 Years


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