Customer Service Operations

2 days ago

Bengaluru, Karnataka, India Can Fin Homes Limited Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities

Strategic Leadership

  • Define and execute customer service strategies for home loans and deposit products.
  • Lead cross-functional initiatives to improve customer satisfaction and retention.
  • Collaborate with product, compliance, and risk teams to ensure service alignment with regulatory and business goals.

Team Management

  • Manage and mentor a team of service managers, team leads, and front-line representatives.
  • Foster a high-performance culture focused on empathy, accuracy, and responsiveness.
  • Conduct regular training and performance reviews to maintain service excellence.

Customer Experience

  • Oversee resolution of complex customer queries and complaints related to loan applications, disbursements, repayments, account openings, and interest payouts.
  • Implement feedback loops to capture and act on customer insights.
  • Drive improvements in First Contact Resolution (FCR) and turnaround times.

Process & Compliance

  • Ensure adherence to RBI guidelines and internal compliance policies.
  • Monitor service SLAs and audit readiness across all customer service channels.

Technology & Innovation

  • Leverage CRM and core banking systems to streamline service delivery.
  • Identify and implement automation opportunities (e.g., chatbots, self-service portals).
  • Use analytics to track trends, forecast volumes, and improve resource planning.

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