Collections-Customer Communication Officer - Mumbai

Group Company: HDFC Bank Limited

Designation: Collections-Customer Communication Officer (7_1702_100144)

Office Location: Kanjurmarg, Kanjurmarg

Position description:

Collections-Customer Communication Officer

Primary Responsibilities:

• Complaints received to be actioned within stipulated TATs.
• Ensure quality resolution along with end to end resolution for customer complaints / grievance.
• Ensure inputs provided from various channels on complaints cases are validated and correct feedback shared for each case with central CCM team.
• Validation of voice recordings – Voice recordings to be validated on any complaint involving abusive call / mis-commitment.
• All grievances against caller, fte, Agency to be shared with regional support teams for further investigations.
• Ensure 100% adherence of call quality standards laid down for the unit.
• Regularly highlight key complaint trend across locations to ensure correct actions are taken to address the same. and details.

Additional Responsibilities:

• Projects to be taken up in areas of customer satisfaction measurements, increased productivity, cost effectiveness, enhancement to quality/quantity of money collection.

Educational qualifications preferred

• Category: Bachelor's Degree
  
• Academic score: Pass
• Institution tier: Any

Required work experience

• Industry: Banking/NBFC Preferred
• Role: MIS, PROCESS related work preferable from service industry.
• Years of experience: 0 to 1

Key Performance Indicators:

Preparation MIS ,Handling customer complaints etc

Required Competencies:

Good Communication require

Required Knowledge:

Comprehensive knowledge of the activities of the Retail Portfolio Management Unit would be an added advantage .

Required Skills:

MS excel & good communication skills(Oral & Written)

Specific requirements

• Travel: NA
• Vehicle: NA

Other details

• Contract Types: Permanent
• Union Affiliation: No