Customer Service & Operations Analyst Job In Delhi 2022

Customer Service & Operations Analyst Job

Customer Service & Operations Analyst Job In Delhi 2022

 

Customer Service & Operations Analyst Job In Delhi 2022



Job details

Job Type
Full-time
Regular / Permanent

Full Job Description

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in India and as such all normal working days must be carried out in India.

 

Join us as a Customer Service & Operations Analyst

 

  • We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
  • You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
  • You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis

 

What you’ll do

 

As a Customer Service and Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

 

Your day-to-day will include:

 

  • Authorising and investigating all transactions to our KPIs
  • Collecting and analysing the required information from the customers and businesses
  • Reviewing processes which could be automated or enhanced to improve the customer and business experience

 

The skills you’ll need

 

In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

 

You’ll also demonstrate:

 

  • An awareness of changes in trends, policies and regulations
  • An understanding of our industry and its customers
  • Experience of managing stakeholder relationships

 

click here for apply this job 

 


Associate – Banking Operations

 

Associate – Banking Operations



Job details

Job Type
Full-time

Full Job Description

Roles and Responsibilities

  • Take ownership of customers’ issues and follow problems (RCA) through resolution.
  • Identify and assess customers’ needs, clarify information and provide solutions and alternatives wherever applicable.
  • Review and identify the root cause for all escalated service requests and evaluate escalation performance metrics.
  • Resolve issues related to NEFT, IMPS, AEPS Cashout, and transactions with the help of Internal departments, Banks, NPCI and RBI within defined SLA.
  • Handle high-level escalations, Grievance Redressal helpdesk and resolve those cases within TAT.
  • Coordinate with service providers of various services- DMT, AEPS, Recharge, BBPS, etc
  • Update and maintain escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.
  • Manage tools and software including CRM that facilitate customer success
  • Responsible for communication with banks and merchants.
  • Knowledge of processes and procedures that affect dispute processing
  • Check documents related to chargeback queries and revert the concerned stakeholders regarding the same
  • Entering chargeback-related data in databases and maintaining accurate chargeback records.

 


Desired Candidate Profile

  • Experience in the fintech/banking Industry will be preferred. Freshers are also considered.
  • The candidate should be interested in the operations profile.
  • Willingness to learn and operate the different platforms within the system.
  • Experience in the chargeback domain is preferred.
  • Ability to work both independently and in a team environment.
  • Excellent communication skills (written + verbal) and ability to manage emails and conversations clearly and logically.

 

click here for apply this job 



 

Relationship Officer-BRANCH BANKING-Relationship Management

 

Relationship Officer-BRANCH BANKING-Relationship Management


Job details

Job Type
Full-time

Full Job Description

JOB Role-

· Acquisition of New Client (NTB) through external individual efforts for Current Account, Savings Account Products of the bank. Customers to be sourced from individuals, small businesses, trusts, associations, societies, corporates.

· Revenue Generation, Customer Acquisition, Customer Retention, Cost Efficiency Through adherence to products, processes and regulatory requirements

· Handhold acquired customers for the initial 3 month period to deepen relationship values before passing it to the Branch Banking team

· Maintaining Avg Quarterly Balance

· Conducts regular promotional and customer events to generate leads

· Cross selling of MF, Gold, Insurance and asset products.

 

Job Requirement-

 

· Fresher or Graduate with appropriate experience (at least 1 year experience in liabilities sales preferred)

· Hard core sales mentality. Primary motivation from achievement of targets. A hunter by orientation.

· Should be well groomed and presentable with ambassadorship qualities.

 

click here for apply this job 



CUSTOMER EXPERIENCE EXECUTIVE

 

CUSTOMER EXPERIENCE EXECUTIVE


Job Description

  • A.
  • Operations: Custodian of Deliverables at branch i.
  • e, Welcome Kit, Cheque Book, ATM/Debit cards, Tatkal Kits.
  • As a custodian, ensure: a.
  • Customers as per SMS failed report in DMS are contacted to collect their deliverables from branch b.
  • Delivery of deliverables to customers at branch.
  • obtaining necessary id documents of customer / obtaining customer acknowledgement in combined tally cum delivery register c.
  • Ensure Low stock of deliverables are retained at branches d.
  • EOD Stock tally of Physical deliverables held at branch vis-vis stock tally report (DMS) e.
  • Destruction of deliverables which have exceeded their retention period.
  • f.
  • Ensure proper record of destruction of deliverables is maintained g.
  • Ensure proper delivery of retained card to customers keeping the fresh transaction slip and ID proof.
  • h.
  • Proper maintenance of Tax saving FD receipt received at branch and its delivery to customers.
  • i.
  • Ensure FD/RD certificates kept in safe custody inside the FRFC or vault.
  • j.
  • Re ordering of the tatkal kits with appropriate approvals.
  • k.
  • Ensuring tatkal reconciliation in place for fortnightly basis.
  • Accepting and processing of customer instructions and requests at branch i.
  • e Processing stop payment/ hot-listing requests immediately upon receipt at branch.
  • Maintain inward and outward courier register for all deliverables / documents received at branch / dispatched from branch.
  • Monitoring and timely indenting of branch stationery (other than security stationery) as required.
  • Monitoring of FTS and clearing hold instruction.
  • Generating and downloading of all BOD reports / handing over the reports to concerned staff at branch.
  • Ensure that 5-S norms are adhered to for individuals workstation.
  • Satisfactory audit at Welcome Desk operations Updation of all Customer Instructions in FTS.
  • Account transfers & Closures with appropriate approvals.
  • Updation of all liability leads in CRM next.
  • Ensuring LTR & Welcome calling Review report in place on daily basis.
  • Updation in ECall back system Ensure that any unprocessed instruction will be updated in pending instruction register by EOD Ensure Regular knowledge updation is by reading and understanding circulars issued in gyan line.
  • Ensure to follow process for Pending customer instructions/forms B.
  • Customer Service: To handle branch queries i.
  • e balance enquiries / clearing of cheque deposits / charges levied to customers account Issuance of Passbook / Statement of Accounts against written customer request and ensuring recovery of charges Non-disclosure of customer information to any bearer / third party.
  • Migrating branch customers to use our wide range of direct banking channels for various requests Ensure that the customer query are attended to and resolve the same in an efficient manner and within stipulated TATs a.
  • Recording complaints as per the specified process b.
  • Ensure that complaints do not get escalated c.
  • Improve customer communication on closures through scripts & mails.
  • Preventive complaint management a.
  • Asking for feedback from customers on products/services offered by us.
  • Ensure the correct product information is disseminated Contacting customers using the database and thereby increasing the credit card activation/offer Limit Enhancement & Upgrade Providing the customer necessary with necessary forms / Brochures on request Ensure maintenance of queue Effective migration of customers from physical mode to Digital Platform.
  • Ensure that customers avail of our Direct Banking Channels a.
  • Registering them with various DBCs b.
  • Giving them demonstration on the usage of the same and input the leads in CRMNext.
  • c.
  • Actively manage uptime of the Net Banking/ATM kiosks in the branch d.
  • Carry targets for improving any one DBC penetration exclusive of ATM DBC Penetration and transaction migration financial as well as non-financial a.
  • Migrate customers to opt for statement delivery through E-mail/Net and diverting customers for email ID updation / landline details updation through Net.
  • b.
  • CH 126 Calling & updation in portal C.
  • Sales: Ensure sales targets assigned by the BM/PBA from time to time are achieved Ensure all eligible asset leads are routed through DAP.
  • a.
  • Ensuring compliance of KYC, identification of customer and communication of product eligibility b.
  • Ensure that a higher cross sell conversion is achieved through the above calling.
  • c.
  • Booking of FD / RD Online Generate sales leads for the branch Providing Demos to customers on payment using Pay Zapp, Purchase through Smart Buy Calling Band 1 and 2 customers: Band 1 and 2 to be called with a view to: a.
  • Increase the balances thereby improving their banding b.
  • Cross selling income generating product which can give us adequate revenue thereby moving the customers to Band 3 c.
  • Concentrating on customers who have a CNR of between 900 1000 and targeting them for improving the banding d.
  • Escalating to PB Auth / BM cases where the banding improvement is not possible / customer not co-operating for further measures.


Skills

  • 2. Banking Product & Process Knowledge

 

click here for apply this job 

Leave a Reply