Client Service Analyst, AS

Job Title- Client Service Analyst, AS

Role Description

• Ensuring DB Service Standards wrt to Customer Service, Compliance and Corporate Security are adhered too.
• Ensure total Compliance of all audit guidelines set by External (RBI, NSDL) and Internal OR Auditors.
• Create a sales & service environment across service team
• Backup to service head

Your key responsibilities

• Manage Regulatory and Senior Management Escalations received on a daily basis. Update the Tracker MIS and follow up with respective teams for corrective action.
• Checking RBI portal for escalations from RBI.
• Work on areas of improvement for processes and share feedback provided by customer with relevant teams.
• Optional: Lead a team of Customer Care Supervisor and Customer Care officers in a manner that the team consistently meets the business objectives in areas of Customer service, Channel usage
• Maintain a trained and motivated pool of staff at approved levels.
• To meet the customer satisfaction parameters and meet the defined service standards
• Ensure delivery of competent and consistent customer service, resolution of customer concerns in the first attempt and reduction of recurring complaints
• Devise methods to enhance the service delivery skills of Customer Care officers through evaluation of the Quality of mails / Productivity and implement training methods
• To optimize officer productivity and efficiency on mails.
• Manage the day-to-day operations of the unit as per defined processes and ensure compliance to audit guidelines
• Complaint management as per the guidelines prescribed by the Bank. Ensure error-free complaint handling
• Besides the above, assignment of work will also include liaising with operations, products, IT, and other departments to ensure timely resolution of queries / complaints
• Maintain and update knowledge of banking functions, as well as knowledge of products and systems
• Work with vendor/partners to deliver quality service at optimum cost
• Liaise with the training and service quality team to ensure that training needs are identified and addressed.
• Sending responses for Income tax notices.
• Interacting with branches for new updates and clarification on processes.

Your skills and experience

Educational Qualification: Graduate/Post Graduate

Experience: 8 years of total experience of which minimum five years experience in call center operations

Skills:

• Excellent interpersonal and communication skills.
• Should possess strong People/Team Management skills.
• Should have sound planning skills and the competency to implement plans.
• Ability to manage service
• Effective follow-up and appropriate escalation skills
• Strong analytical skill and problem solving skills
• Ability to work with vendors/ partners to deliver quality service at optimum costs