Area Customer Service Manager-PERSONAL LOANS-Customer Service

Job Role:

• Leading a team of Approx: 10 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan).
• Address Service Request /Complaints including those created by channel partners (Privy /RL / Wealth/Contact Centre) and ensure all are closed within TAT
• Drive Digital Adoption for all Retail Asset Clients
• Close looping of Complaints and Detractor feedbacks end to end and incorporate changes for improvement.
• Achieve Cross sell Targets set as per KRA’s
• Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight.
• Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed
• Ensuring Team Strength in Place
• Review Team’s Performance each Month and provide feedbacks and support team to achieve their respective KRA’s.
• Ensure adequate training and certifications are completed for each staff member

Job Requirements:

• Believes in team work and identify and utilizes each team member’s strength and knowledge for achievement of short and long term organization goals.
• Taking ownership of customer issues and taking them to end to end resolution
• Apply best practices and focus on areas of improvement
• Focussed towards achievement of teams and own KRAs
• Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time.
• Proficiency in WORD and EXCEL/PPT preferred
• MIS Tracking

Eligibility:

• Spent twelve months (applicant for same grade role)/eighteen months (applicant for next grade role) in the same division function role.

Applications can be made for roles in same level or one level above

Application:

If you wish to apply for this job position, please send in your application to kirti.sharma1@kotak.com

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