Executive (sr)
Job Description
\xef\x82\xb7 Basic understanding of bank products - Retail Liabilities, Credit cards, Retail Loans
\xef\x82\xb7 BO complaints & BO advisories along with all previous complaints of the same issue are to
be analysed
\xef\x82\xb7 Data Dump is to be extracted from CRM system
\xef\x82\xb7 Using the customer ID all the past Service Requests (SR)of the same complaint type are to be
checked & analysed
\xef\x82\xb7 Doing root cause analysis of each SR to understand if the complaint was handled
appropriately
\xef\x82\xb7 Errors if any are to be identified for each SR
\xef\x82\xb7 Errors to be classified as Process error / People error / Technology error
\xef\x82\xb7 People error to be further bifurcated as Delay in response / Incomplete response / Incorrect
response
\xef\x82\xb7 Ability to comprehend end to end customer journey of a customer complaint across all
channels
\xef\x82\xb7 To understand failures/ errors at various customer contact points (Branch / Phone banking /
email / Nodal / PNO / MD) teams which lead to BO complaint/ Advisory
\xef\x82\xb7 Identifying erring units
\xef\x82\xb7 Identifying product process gaps
\xef\x82\xb7 Proficiency in excel
\xef\x82\xb7 Good verbal & written communication skills
\xef\x82\xb7 Liaising with various stakeholders for calibrations
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Job Detail
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Job IdJD3449754
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear