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Associate

4 weeks ago

Thane, India TATA Capital Full time

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

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.
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

Preferred Experience Previous experience in handling Complaints/Requests Management in NBFC/Bank
Relevant Experience 1 to 3 Years in managing requests/complaints
Location Thane - Maharashtra
Grade M2
Designation Asst. Manager - CRM (Escalations)
Role Associate - CRM - Escalations