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