Lead / AM Customer Support - Banking Process

3 days ago


Bengaluru, Karnataka, India Golden Opportunities Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities:

  • Lead the Customer Advocacy and Reporting team to drive business growth through customer insights and data-driven decision-making.
  • Develop and implement customer advocacy strategies to enhance customer satisfaction and loyalty.
  • Handle and respond to customer complaints filed with regulators on behalf of the bank.
  • Design and deliver reports and dashboards to stakeholders using SQL and data visualization tools such as Tableau.
  • Provide exceptional customer service and support to internal stakeholders, resolving inquiries, escalations, and issues in a timely and professional manner.
  • Stay updated with industry trends and best practices in customer advocacy and reporting, applying learnings to improve processes.
  • Manage and mentor team members, ensuring performance excellence and continuous improvement.

Required Skills & Qualifications:

  • 412 years of experience in Customer Advocacy, Customer Service, or related functions within Retail Banking (Fraud, Risk, Account Opening, KYC, AML, etc.).
  • Experience in voice customer support processes; non-voice background candidates may also be considered if communication skills are exceptional.
  • Strong expertise in SQL and Tableau for reporting and analytics.
  • Proven track record of people management and stakeholder management (for Lead/Manager level).


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