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