Insignia Service Emissary-AM

Hiring for Bank

From 2 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Job Title


Contact Center - Service Experience Emissary

Department


Service - Contact Centre (Banking & Credit Cards)

Grade


Officer / Assistant Mgr.

Location


Mumbai - Goregaon

A. Position Purpose

Responsible Service Manager” for assigned Preferred & Clients in Contact Center (Banking & Credit Cards)

  • Manage Inbound Calls & emails to service customers and make outbound calls where necessary.
  • Responds to customer’s queries, updates customers details.
  • Manages expectations & other related services offered by RBL Bank to resolves any queries.

Primary Purpose:

* Ensure all complaints received from Clients are handled appropriately per prescribed procedures

* Ensure accurate and timely servicing of all transactions with nil error rate

* Ensure adherence to regulatory guidelines

* Execute tasks (end-to-end) covering similar areas, which may be delegated

* Communicate proactive with clients on all important matters

Will be required to actively engage with various parts of the Bank to achieve desired quality results.

Sr.


Key Responsibilities

Service & Operations

1


Call Management / respond & resolve customer’s queries & other related services offered by RBL Bank Contact Center

2


Training Assistance & Floor Mentoring whenever called upon.

3


Real-Time floor Management as per necessity.

4


Adhere to breaks/shifts in a timely manner as per schedule.

5


Meet and exceed performance targets set by management.

6


Use appropriate escalation methods.

7


Perform all other duties assigned.

8


Follow all floor policies and HR policies.

9


Identify and qualify legitimate sales opportunities.

Quality

1


Follow appropriate procedures laid by the Quality team.

2


Equip self with new products / procedures and updated policies.

3


Meet quality assurance requirements and other key performance metrics.

4


Monitor/ Review Calls as & when necessary

B. Qualifications and Experience Requirement

Qualifications

Essential


Graduate

Preferred


Post Graduate

Experience

Essential


Minimum 2-5 years of customer service experience in Banking, Credit Cards or Financial Sector

Excellent Inbound Call Mgmt. Skills

Preferred


Knowledge of Preferred Customer Service Mgmt. would be an added advantage

C. Competency Requirements

  1. Technical Skills

Skill


Attribute

Service Excellence


  • Treating Customer Right
  • Taking end-to-end Ownership of Customer Issues
  • Cutting across the Bank to obtain results for Customer Servicing
  • Always handling Customers with a positive attitude
  • Valuing the value chain within the organisation
  • Staying ahead of Customer Needs/Queries

EUC Skills


Using MS Excel, Word & PowerPoint

2. Behavioral Skills

Competencies


Attribute

Professionalism


To conduct assigned duties with professional judgement and in good faith.

Respect


To be sensitive and responsible for action.

Excellence


To act in a manner that earns the trust and admiration of others.

Entrepreneurial


To be enterprising and take ownership of our actions.

Teamwork


Working collaboratively and consistently to achieve the common goals.

Client Oriented/Engaging


Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary solutions.

Result Oriented


Unwavering focus on achieving results, maintain performance.

Customer Influence


Ability to influence Customers in a smooth, non-abrasive manner without giving false information.

Attention to Detail


Being meticulous and paying attention to details.

Communications


Listening and communicating correct information to customers effectively and efficiently.

Perseverance


Persistence in doing something despite difficulty or delay in achieving success.

Time Management


Managing time effectively.

Leadership


Directs and advises others on performance of their jobs, using appropriate leadership styles while managing different individuals

Motivating Others


Achieves results through effective use of people; mentors others to achieve goals by keeping them interested and satisfied while working on established targets.

Decisiveness


Shows a readiness to make decisions, render judgements & commit oneself to definite opinions, taking actions and responsibility for such decisions.

D. Functional Inter-linkages

Internal & External

Internal : Service Team, Customer Resolution Unit, Operations, Products, Business & any other unit

External : Outsourced Partners

Roles and Responsibilities



Desired Candidate Profile



Perks and Benefits



Role:Service Manager

Salary: Not Disclosed by Recruiter

Industry:Recruitment / Staffing

Functional Area:Customer Success, Service & Operations

Role Category:After Sales Service & Repair

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

PG:Any Postgraduate

Company Profile

Mount Talent Consulting Private Limited

Bank/Fintech/NBFC

Company Info
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Contact Company:Mount Talent Consulting Private Limited