Insignia Service Manager

☞ Ratnakar Bank

看过: 104

更新日: 06-05-2024

位置: Delhi Union Territories

类别: 电气/电子 IT-硬件/网络 信息技术

行业:

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工作内容

Insignia Service Manager - DLF Capitol Point(Job Number: 15062021060715)
Description
Attend to queries and service issues of preferred customers at the branch
Adherence to Complaint Management guidelines, TAT and escalation matrix. At least 98% complaints must be resolved within TAT
All customer requests, queries and complaints should be routed through Service First and actioned on priority. No customer requests, queries and complaints should be left unattended or pending overnight if the same is complete in all respect.
Be up-to-date with knowledge on products, services and processes, KYC/AML requirements, escalation matrix &TATs etc. to be able to service customers efficiently with required details
Adherence to;
  • Customer service etiquettes,
  • Dress code
  • Availability at the customer service desk 15 minutes before start of customer hours
  • Clean desk policy
  • Hygiene and ambiance standards at the branch
Present a professional and organized approach in interaction with customers; provide complete and correct information to customers in the first instance. FTR for customer requests and queries should be above 98%
Manage the record of complaints in the complaint register/file and handle first level of complaint escalations at the branch
No escalation to Banking Ombudsman and senior management due to inefficient management of customer matters/complaints
Nil adverse comments in internal Service Audits and audits conducted by regulators on customer service
Adherence to the BCSBI and other regulatory guidelines on customer service, provided from time to time
No amounts to remain pending and un-actioned in the NOC pooling account and sundry liabilities account for want of customer communication and timely action on customer instructions
All deferrals and exceptions sought should be regularized within given timelines
Ensure prompt action on regulatory queries and complaints (complaints from BO & RBI) as per laid down guidelines. No breach of deadlines on regulatory responses
Ensure to hold customer service committee meetings in absence of the BCSM and share the report as per prescribed guidelines
Ensure active usage of R Connect for onboarding and recording of all customer engagements /interactions
Enhance the mapped relationship value as per target
Carry out migration to alternate channels, electronic modes of payments and other services offered by the Bank. At least 90% customers should have registered email IDs and at least 75% customers should be active on usage of internet banking

Identify and cross sell products of the Bank, LI, GI, TD, CASA, SIP, Asset & other liability products and achieve specified cross sell business target


Work Locations:|Capitol Point Rbl Bank Ltd Ground Floor Dlf Capitol Point Baba Kharag Singh Marg Delhi Delhi 110001
Job Posting: Jun 17, 2021 | Unposting Date:|Ongoing
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最后期限: 20-06-2024

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