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Role Overview:

We are seeking dynamic and Customer Experience Specialist to join our Customer Experience. In this role you will be responsible for ensuring our customer receive exceptional service and have a seamless, positive experience throughout their journey with us. The ideal candidate should have a strong communication skills, a passion to support and help others, drive stakeholders to ensure that complaints are resolved within defined SLA’s , drive to improve processes and thereby leading to greater customer satisfaction. The candidate should have knowledge of banking products and services.

The key responsibilities and skills associated with this job are :

Meeting of key customer experience targets metrics for India – Ensure that India achieves key complaint metrics like First Contact Resolution (FCR)/ Resolved with 5 business days (5BD) defined globally for the market.

Customer Interactions/Stakeholder Management – Act as the main contact across for all channels to ensure that complaints are resolved with the defined TAT of the Bank and responsible for implementation of all complaint closures. Wherever required speak to customer’s and resolve issues.

MIS tracking and oversight – Provide management and channels/stakeholders with MIS/information on Resolution rates, FCR, 5BD adherence to internal define TAT’s

Process improvement – Collaborate with different departments to enhance overall customer experience by improving processes of the Bank so that complaints can be resolved at the first contact point effectively.

The candidate should have knowledge of banking products and services, strong communication skills to effectively deal with stakeholders (including customer’s), ability to resolve problems and a deep focus on delivering positive experience.