Customer Service Officer

6 days ago

Mumbai, India Riverforest Connections Full time

**Job Purpose: -**
- Responsible for handling customer complaints escalated to the MD/Senior Management/Principal Nodal Officer / Grievance Redressal Officer.
- Review of customer complaints and provide suitable resolution/response within stipulated guidelines.
- Liaise with various functional units in the Bank and ensure complete resolution within stipulated timelines.
- To ensure complete resolution is given at the first instance itself thereby not inducing repeat interactions.
- Logging of every escalation in CRM system and ensure appropriate and complete data being updated in system along with resolution proposed.
- All relevant fields to be updated in Talisma at time of case initiation/closure.
- Ensure quality resolution by adhering to quality parameters that are stipulated by Supervisors from time to time.
- **Job Responsibilities(JR)**:

Managing customer complaints_
- End-to-End handling of allocated complaints escalated to Chairman / MD / Group Heads / Principal Nodal Officer/Grievance Redressal Officer.
- To analyze “No/Denial/Negative” response cases in an effort to find out the feasibility to convert the same into Yes/Positive/Affirmative.
- To maintain Quality Standards of responses sent to customers.
- To contact customers whenever deemed necessary during the course of the resolution. Responding to customers accurately within stipulated TAT.
- Reviewing “No/Denial” responses to curb escalations to next level/BO.
- Ensuring all complaints logged in CRM and closure of the same within TAT.
Process evaluation_
- Conducting “Root Cause Analysis (RCA) / Adequacy Analysis” for cases escalated to other channel prior to MD/ Sr. Management/ Principal Nodal Officer / Grievance Redressal Officer escalations
- Identifying Process Improvements through Root Cause Analysis.
- Liaising with internal and external stakeholders_

To work closely with Functional Heads / SPOCs to resolve cases amicably and in timely manner.

Timely escalation to reduce pending complaints
- Staff AccountabilityTo fix staff accountability bases Root Cause Analysis done.

To carry out improvements for different business units basis the findings of RCA / review.
- Quality_

To ensure customer’s requirement is correctly understood. To check for opportunities to fulfill customer requirement by exceptional handling and resolve the query to customer's satisfaction.

Adherence to internal processes to ensure prompt resolution of customer queries / security of customer information

To read all mails twice before responding to the customer. Compliance to internal processes/ guidelines / security requirements on responses like account # masking process, negative stance approval process, clause usage, etc.

Nil escalation due to inadequate resolution and Staff accountability to be taken for inadequate handling on earlier channels.

**Educational Qualifications
Graduation

**Key Skills**

Banking Product & Process Knowledge.

Communication and response drafting skills.

Knowledge of Banking systems and MS-office.

**Experience Required:
Total work experience of 8 years in the Banking sector.

Familiarity with Bank’s operations and procedures.

Customer Service background and complaint handling experience is necessary.

Excellent Communication Skills (Verbal/ Written).

Knowledge of Demat / Liabilities Products (CASA / Debit Cards/ Mutual Funds etc.) and Asset Products (Loans).

**Skills Required**:
Customer Service;CRM;Talisma;Customer Complaints

**Location**

Mumbai

**Years Of Experience**

7 to 12 Years

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