Listening to calls frequently and provide feedback to callers on errors / fatal
Assist the team leader in verifying and releasing the ENR Sales transactions by checking the bookings on the system across all the portfolio products
To generate timely & accurate MIS reports to be provided to the management for tracking the productivity of the team and improving the call quality
To support in the implementation and periodic uploads of data & leads to Dialer, CRM as per the determined process
Assist in UAT testing, documentation and product support for various systems
To address customer complaints related to ENR Sales/Retention/CLM within the agreed TAT
To assist in the calculation of Incentives, leads management, marketing campaigns pertaining to ENR Sales/Retention/CLM within the agreed timelines
Listening to calls frequently and provide feedback to callers on errors / fatal
Ensure system checks are done before processing any request at checker level
Timely and robust checks of the daily reports to minimize the occurrence of operational lapses in controls and identify improvements in controls to safeguard the Group from possible financial and/ or reputation losses
Liaise with Operations & IT Group to obtain reports required to facilitate the checks to be conducted
Assist to develop and design new processes to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.
Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures
Keep the line manager informed of significant back office related issues that are identified during the evaluation/checks
Keeps a record for all activity and corrective action taken regarding these activities
Ensure achievement of pre-set/ pre-agreed objectives as per the SLA
Ensure high standards of confidentiality to safeguard commercially sensitive information
All the above accountabilities including but not limited to any additional/new tasks or responsibilities assigned by the line Manager.
Work Experience:
4+ years of work experience as Professional of retail banking and products, handling cards portfolio management, customer service, Quality reviewer, monitoring call, providing feedback & MIS reporting Strong Communication and Interpersonal skills.
Education:
Minimum University / bachelor's degree from a recognized university
