Ro:rl - Operation Customer Service Team - Retail
4 days ago
**About Retail Lending**:
The Retail Lending department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others. They also offer working capital loans and Business loans for Small Businesses and is also responsible for the rural lending business of the bank
**About the Role**:
The Customer Service team is responsible for servicing customers across channels and processes for Retail Assets and Credit Cards within Lending and cards businesses. They are also responsible for resolving the queries posted by the Loan / Cards customers.
**Key Responsibilities**
- Ensure Delivery of the Customer Service goals identified for the year.
- Ensure continuous improvement in performance of service delivery across channels, processes and people.
- Manage all customer service metrics pan India
- Prepare MIS and dash-boarding, with data analytics to cull insights, to drive decision making and identify new opportunities.
- Manage complaint TAT
- Ensure Process adherence on the various CTST as defined in SOP and Process Improvements
**Qualifications**:
Optimal qualification for success on the job is:
- Graduate / Post graduate in Management.
**Role Proficiencies**:
- Working knowledge of Retail Assets Business and handling Customer Service.
- Knowledge of regulatory requirements - people and business related
- Innovation
- Business acumen
- Customer Focus
- Planning and Organizing
- Result orientation
- Decision taking
- Communication
- Interpersonal skills and team effectiveness
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