Senior Manager/AVP - Customer Service For Leading Housing Finance

Roles and Responsibilities

Duties and Responsibilities:
Manage Customer Service team in the state - end to end queries, requests and complaint
management
Resolve Customer complaints and escalation specific to the state/region
Cross Sell/Up Sell or run special campaigns from time to time as per business plan
Special Focus on Customer retention
Co-ordinate & communicate with other designated departments to resolve/deliver end
result service to customers.
Dealing with Regularity Authority Complaints
Maintaining MIS and Dashboards
Developing Team members for improving their performance
Supporting & Implementing various Customer Service special Projects

Required Skills:
Good communication in English & Local language
Listening skills
Analytical Skills
Sound market and system knowledge
Product Knowledge - HL/LAP/ Business Loan
Computer Proficiency - Handling of mails , Word, Excel, Power Point, Maintaining MIS,
LMS,LOS & other contemporary digital means/systems

Education and experience:
Graduate or Post Graduate with good academic background
Minimum 8 years of experience in Service (Banking/ NBFC sector)
Work experience of handling Customer request through – walk in, customer’semail and
Telephonic call will be preferable.
Team Management experience