Customer Service Manager

 Grade: DMII to MMI

 Job Role and Responsibilities:

•    Owning the client and ensuring a superior level of customer service as manifested in minimal customer complaints and improved C-SAT score
  
•   Being proactive, customer-focused and understanding client?s transaction needs
  
•    Ensure an adequate understanding of bank?s products & processes. Keeping update with new product/process developments
  
•   Acknowledging receipt of customer service request (for email/fax requests) with communication of expected TAT for service delivery
  
•   Ensuring customer service requests tendered prior to branch cut-off are processed on same day. Informing clients and reporting authority in case of delays proactively
  
•  Ensure use of pending folders for documents not processed at day end with knowledge of reporting authority
  
•   To engage with customers on a regular basis. Sharing contact details with clients and ensuring availability on telephone/mobile phones
  
•  Making arrangements for auto call diverts on mobile phone in case incoming call is not answered in 3-4 rings
  
•  Escalate within branch hierarchy in case transactions pending beyond 2 hours for want of approvals, trade queries etc.
  
• To track and liaise for ensuring corporate clients? working capital limit utilization:
  
• o    Overall limit utilization
  
• o    NFB product utilization e.g. LC/BG
  
• Leveraging technological platforms such as Trade Online, Trade Connect, CIB, Import Document Management to provide seamless trade solutions to clients
  
• Visit corporate clients along with branch account manager for feedback and rapport building
  

 Educational Qualifications

• Graduate & Post Graduate with 4-6 Years work experience
  

Chennai,Delhi,Hyderabad,Jaipur,Bangalore,Pune,Mumbai,Kochi,Kolkata

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